11 часов назад
Quality Lead (Fintech)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Quality Lead (Fintech): Designing and scaling a customer and partner support quality framework with an accent on governance, audit methodologies, quality KPIs, and cross-functional improvement. Focus on leading quality teams, analyzing DSAT and repeat-contact drivers, building quality dashboards, and converting insights into training, process, and product improvements.
Location: Onsite role based in the Cairo office, Egypt
Company
is a fintech platform serving customers, partners, and businesses across Saudi Arabia and the wider GCC region, with headquarters in Riyadh and additional regional and global support offices.
What you will do
- Enhance the quality framework in line with customer-centric goals and COPC standards.
- Define quality KPIs, sampling methodologies, audit scopes, capacity models, and performance scorecards across chat, email, phone, social, and partner support.
- Lead quality specialists and auditors, and run calibration sessions with Operations, Training, and Product.
- Implement or optimize the quality management system, create audit rubrics and playbooks, and collaborate with BI on quality dashboards.
- Analyze DSAT, repeat contacts, and poor audit results to identify systemic gaps and translate findings into training, content, process, and product improvements.
- Present weekly and monthly quality insights with action plans and align stakeholders on remediation of systemic defects.
Requirements
- 5+ years of experience in customer experience quality management, preferably in fintech or technology support.
- Experience designing and scaling QA programs, including calibration and performance analysis.
- Experience leading teams across multiple geographies or third-party vendors.
- Knowledge of QA tools, contact center metrics, audit methodologies, and quality management systems.
- Experience with Zendesk, Genesys, Tableau, and quality management systems.
- Advanced English in written and verbal communication.
Nice to have
- Exposure to COPC, ISO 9001, or other quality management standards.
Culture & Benefits
- Focus on operational excellence, customer outcomes, accountability, coaching, and continuous feedback.
- Opportunity to build and scale quality frameworks across customer and partner support functions.
- Cross-functional collaboration with Training, Content, Product, Operations, Operational Excellence, and BI.
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