Quality Lead

About the role

Tamara, the leading fintech platform in Saudi Arabia, is looking for a Quality Lead to design, scale and manage a world‑class quality framework for its Customer and Partner Support functions. This senior leadership role will own the end‑to‑end quality program, drive measurable improvements and embed a culture of accountability, coaching and continuous feedback.

Key responsibilities

• Enhance the existing quality framework to align with Tamara’s customer‑obsession and COPC standards.
• Define quality KPIs, sampling methodologies and audit scope across chat, email, phone, social and partner support channels.
• Create a governance model linking quality to CSAT, FCR, DSAT root causes and operational KPIs.
• Lead a team of quality specialists and auditors, set capacity models and performance scorecards.
• Implement or optimise the quality management system, develop audit templates, rubrics and “What Good Looks Like” playbooks.
• Collaborate with Business Intelligence to build quality dashboards.
• Conduct deep‑dive analysis on DSAT, repeat contacts and poor audits to identify systemic gaps.
• Translate findings into training needs, process changes and product feedback, and present insights in weekly and monthly business reviews.
• Partner with Training, Content, Product, Operations and Operational Excellence teams to resolve root causes and drive cross‑functional remediation plans.

Required profile

• 5+ years of experience in customer experience quality management, preferably in fintech or tech support.
• Proven track record of designing and scaling QA programs, including calibration and performance insights.
• Experience leading teams across multiple geographies or third‑party vendors.
• Familiarity with COPC, ISO 9001 or similar quality standards is a plus.

Required skills

• Zendesk
• Genesys
• Business Intelligence tools (for dashboard creation)

What we offer

• Opportunity to shape quality strategy in a fast‑growing fintech unicorn.
• Collaborative, high‑impact environment with regional and global partners.
• Competitive compensation and benefits package.