Quality Assurance Manager - Customer Experience

About Tamara

Tamara is the leading Buy Now, Pay Later provider in the MENA region. Our mission is to empower people to shop through an honest, transparent and inclusive financial solution. We provide a Buy Now, Pay Later solution for customers to pay with the ability to split their payments. The company operates out of its HQ in Saudi Arabia and has offices across the UAE, Germany and Vietnam.

About The Role

This role is critical in ensuring that the organization delivers exceptional customer service and experiences consistently. You will be responsible for overseeing the quality and performance of customer interactions, identifying areas for improvement, and partake in implementing strategies to enhance the overall customer experience

A typical day;

The Customer Experience Quality Assurance Manager is responsible for monitoring, evaluating, and enhancing the quality of customer interactions across various channels (e.g., phone, email, chat, social media) to ensure that the organization meets or exceeds customer expectations. The role involves developing and implementing quality assurance processes, coaching and training customer-facing teams, and collaborating with different departments to drive continuous improvement in customer satisfaction and loyalty.

• Quality Assurance Oversight:
• Establish and maintain quality assurance standards for customer interactions.
• Develop and implement evaluation criteria and performance metrics for customer service representatives.
• Monitor customer interactions (calls, emails, chats, etc.) to assess adherence to quality standards and identify areas for improvement.
• Performance Evaluation and Feedback:
• Conduct regular evaluations of customer service representatives performance against established criteria.
• Provide constructive feedback and coaching to team members to enhance their skills and performance.
• Create individualized development plans to address areas of improvement.
• Process Improvement:
• Collaborate with cross-functional teams (e.g., Customer Support, Sales, Marketing) to identify opportunities for process improvement.
• Propose and implement strategies to enhance the efficiency and effectiveness of customer interactions.
• Training and Development:
• Design and deliver training programs for customer service representatives to improve their customer interaction skills, product knowledge, and problem-solving abilities.
• Keep the team updated on industry best practices and new customer service trends.
• Data Analysis and Reporting:
• Analyze customer feedback, trends, and data to identify root causes of customer issues and recommend corrective actions.
• Prepare and present regular reports on the performance of customer service teams and the overall customer experience.
• Compliance and Standards:
• Ensure that all customer service representatives adhere to company policies, procedures, and service standards.
• Stay informed about relevant industry regulations and best practices related to customer service.
• Champion customer-centric initiatives and advocate for the customer's voice throughout the organization.

Your expertise;

• Bachelor's degree in business administration, marketing, or a related field.
• Proven experience in customer service, with a background in quality assurance, team management, and process improvement.
• Strong analytical skills and the ability to draw actionable insights from data.
• Excellent communication and interpersonal skills to effectively train, coach, and collaborate with team members and stakeholders.
• Problem-solving mindset with the ability to identify root causes and implement effective solutions.
• Familiarity with customer service software and systems..
• Demonstrated leadership abilities and the capacity to motivate and inspire teams.
• Attention to detail and a commitment to delivering exceptional customer experiences.

Earning Flexibility

At Tamara, we believe that work is not just a physical location, but an integral part of your life. We understand that every person's circumstances are unique, and we empower our employees to work in a manner that brings out their best performance. With our hybrid working arrangements, you have the flexibility to work from home or on-site. And if you crave even more flexibility, you can opt for our work from anywhere in the world plan, allowing you to work from any destination across the globe within a 90-day period. Your work environment, your choice.

Relocating We've got you covered. We offer relocation allowances to help with airfare, document fees, and your first month's accommodation. Your well-being is our priority. While we value dedication and commitment at work, we also recognize the significance of maintaining a balanced life. That's why we provide a standard practice of paid leave, allowing you ample time to relax, recharge, and pursue personal interests. Additionally, we offer comprehensive medical insurance coverage to support you and your loved ones, ensuring peace of mind.