Application Deadline: 31 March 2026

Department: Training and Quality

Employment Type: Full Time

Location: KSA

Compensation: ر.س17,900 - ر.س29,850 / month

Description

We are looking for a strategic Quality Manager to own and drive Quality and CSAT excellence across Customer Experience in KSA.

This role is responsible for defining the quality vision, translating customer insights into measurable improvements, and ensuring quality is used as a strategic lever—not a compliance exercise.

You will combine deep quality expertise, strong analytical thinking, and business judgment to influence CX outcomes, shape agent behavior, and challenge the organization where customer experience is compromised.

This is a highly visible role that partners closely with CX Operations, Training & Content, Product, Analytics, and CX Leadership.

wDefine and lead the CX Quality strategy, aligned to company objectives, customer promises, and CSAT targets.
Own the end-to-end Quality framework, ensuring it measures what truly matters to customers—not just procedural adherence.
Translate quality insights into clear, prioritized actions that drive measurable improvements in CSAT, DSAT reduction, and customer trust.
Act as a strategic challenger, using data and evidence to influence CX and Product decisions.
Lead deep analysis of customer data sources (QA evaluations, CSAT/DSAT, VoC, complaints, escalations).
Identify systemic issues, root causes, and behavioral gaps impacting customer experience.
Build and evolve quality KPIs and dashboards, ensuring insights are actionable, timely, and decision-ready.
Partner with Analytics teams to strengthen quality-to-outcome correlations (e.g., Quality → CSAT).
Design and oversee quality improvement initiatives at scale—across channels, markets, and agent populations.
Ensure quality findings translate into clear expectations, behavioral standards, and operational changes.
Lead calibration programs that drive consistency, fairness, and credibility across Quality and Operations.
Continuously refine quality methodologies to reflect product, policy, and customer journey evolution.
Lead, mentor, and raise the bar for Quality teams—setting high standards for analytical rigor and ownership.
Act as a trusted partner to CX Operations, Training, Process, Analytics and Product teams.
Present insights, trends, and recommendations confidently to senior leadership, with clarity and conviction.

Champion a culture where quality is seen as a performance driver, not a policing function.

Key Responsibilities

7–10+ years of experience in CX / Customer Service Quality roles, with significant leadership responsibility.
Extensive experience designing and scaling quality frameworks in complex CX environments.
Proven success driving measurable CSAT and quality improvements through data-led decisions.
Strong background in quality methodologies (Lean, Six Sigma, continuous improvement).
Highly analytical and data-fluent—comfortable working with large datasets, dashboards, and trend analysis.
Strategic thinker who can zoom out to patterns, then zoom in to execution.
Confident communicator who can challenge constructively and influence senior stakeholders.
Strong judgment, high standards, and a bias for clarity and impact.
Six Sigma (Black Belt preferred) / Lean certification.
Experience working in fast-growth, tech-enabled, or fintech-like CX environments.
Exposure to multi-market or scaled operations.