We're Hiring: Quality Assurance and Training Manager
Keeta is an independent brand of Meituan, the world's largest tech-driven retail company. Keeta is revolutionizing the food delivery space. As a dynamic and innovative global platform, Keeta leverages cutting-edge technology to provide fast, reliable, and seamless food delivery experiences. With the mission We help people eat better, live better, Keeta launched in 2023 and has rapidly expanded across key regions, including Hong Kong and now in Middle East.
What You Will Do:
As the Quality & Training Manager, you will oversee both the quality assurance framework and the training & development ecosystem for Keeta's offshore customer service operations. You will drive service excellence, continuously elevate team capabilities, and champion a multicultural, multilingual customer experience standard.
Key Responsibilities:
- Quality Management: Monitor and evaluate agent interactions across email, chat, and voice channels against established quality standards and KPIs. Identify quality risks and failures, design corrective and preventive action plans, and collaborate with teams to implement improvements.
- Training & Development: Design comprehensive training materials, conduct needs analysis, and deliver onboarding, upskilling, and product knowledge training to new hires and staff.
- Team Leadership & Collaboration: Lead the Quality & Training team, set work plans, assign tasks, and coach team members growth. Collaborate with BPO training teams and regularly report to management on performance metrics and trends.
Why Keeta
- Innovation-Driven: Keeta uses the advanced technology solutions to disrupt the traditional food delivery landscape, making every order smarter and faster.
- Fast-Growing & Dynamic: Keeta is expanding quickly, offering endless opportunities for personal and professional growth.
- Global Impact: Join a company that's transforming the way people enjoy food, impacting communities around the world.
What We Are Looking For:
- Qualifications: Bachelor's degree or higher, with 5+ years of experience in quality assurance and/or training roles (at least 1 year in team management). Contact center/BPO experience preferred.
- Language Proficiency: Fluency in Urdu and English is mandatory; proficiency in other Pakistani dialects (Punjabi, Sindhi, Pashto) is a strong advantage; Arabic proficiency is preferred.
- Skills: Strong command of QA methodologies and customer service best practices. Advanced skills in instructional design, data analysis, and report writing.
- Location: Current residents of Dubai are strongly preferred, with flexibility to travel within the GCC and other regions as needed.
If you're passionate about creating impactful training programs and leading quality assurance teams to success, we'd love to hear from you! Apply now and join us in shaping the future of customer service at Keeta.
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Ready to make an impact Apply now & let's shape the future together!
Location: Dubai, UAE
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