On-site opportunity at
TamaraQuality Lead
Tamara, a fintech platform active in Saudi Arabia and across the Gulf, is hiring a full-time Quality Lead to build and manage a quality framework across…
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About This Role
Tamara, a fintech platform active in Saudi Arabia and across the Gulf, is hiring a full-time Quality Lead to build and manage a quality framework across its Customer and Partner Support functions. The role is on-site at the Cairo office and is presented as a leadership position that should turn quality from a compliance task into a driver of performance. The lead would refine the current quality framework so it…
Job Description
Tamara, a fintech platform active in Saudi Arabia and across the Gulf, is hiring a full-time Quality Lead to build and manage a quality framework across its Customer and Partner Support functions. The role is on-site at the Cairo office and is presented as a leadership position that should turn quality from a compliance task into a driver of performance.
The lead would refine the current quality framework so it reflects Tamara's customer focus and COPC standards. Work includes defining quality KPIs, sampling methods and audit scope for each channel, including chat, email, phone, social and partner support, and connecting quality results with CSAT, first contact resolution, root causes of dissatisfaction and operations KPIs.
People leadership is a large part of the job. The Quality Lead manages quality specialists and auditors, sets capacity models and performance scorecards, and runs regular calibration sessions with operations, training and product. The role also involves putting a quality management system in place or improving one, creating audit templates, rubrics and playbooks for each line of business, and working with the BI team on dashboards.
Analytical work covers deep dives into dissatisfaction drivers, repeat contacts and poor audit results. Results become recommendations for training, content revisions, workflow changes and product input, and are presented in weekly and monthly business reviews with action plans.
The posting asks for five or more years of customer experience quality work, ideally within fintech or tech support, along with experience leading teams across several geographies or vendors, familiarity with COPC, ISO 9001 or similar standards, and advanced English.
Responsibilities
- Improve the quality framework so it matches customer focus and COPC standards.
- Define quality KPIs, sampling methods and audit scope for each support channel.
- Link quality results to CSAT, first contact resolution, dissatisfaction root causes and operations KPIs.
- Lead quality specialists and auditors, including capacity models and performance scorecards.
- Run regular calibration sessions with operations, training and product teams.
- Implement or refine the quality management system and create audit templates and rubrics.
- Build playbooks that describe good service for each line of business.
- Analyze repeat contacts and poor audits to find systemic gaps.
- Present quality findings and action plans in business reviews.
Requirements
- At least five years of experience in customer experience quality management.
- Demonstrated history of building and expanding QA programs, with calibration included.
- Background managing groups spread across several regions or outside vendors.
- Thorough familiarity with QA software, service metrics and audit approaches.
- Strong analytical skills and the ability to turn QA data into business insights.
- Advanced English for written and spoken work.
Qualifications
- Familiarity with COPC, ISO 9001 or comparable quality frameworks is preferred.
- Experience with Zendesk, Genesys, Tableau or quality management systems.
- Change management and stakeholder influence skills.
- A builder mindset that creates frameworks rather than waiting for them.
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Where is the role based?
The posting places the role at Tamara's Cairo office and describes it as on-site.
What experience is required?
Five or more years of customer experience quality work, ideally in fintech or tech support, are needed.
Which tools or standards are mentioned?
The posting names Zendesk, Genesys and Tableau, and welcomes experience with quality management software.
Is a salary stated?
The posting does not specify a salary.
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