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 Saudi Arabia.
Are you passionate about elevating customer experiences Do you thrive in a fast-paced, data-driven environment and love turning insights into impact If yes, you might be the perfect fit to join our team at Keeta as we build world-class offshore support operations.
What You'll Do:
Quality Governance & Oversight
- Lead the systematic monitoring and evaluation of agent interactions across email, chat, and voice channels.
- Oversee quality metrics including accuracy, fatal error rates, compliance, and CSAT/DSAT performance.
- Manage QA governance with internal teams and vendor partners to ensure alignment and accountability.
Root Cause Analysis & Continuous Improvement
- Analyze quality gaps, DSAT trends, and complaints to identify systemic issues.
- Drive preventive and corrective actions across teams and vendors.
- Recommend long-term improvements to enhance CX efficiency, compliance, and cost-to-serve.
Vendor & Stakeholder Management
- Oversee vendor QA performance, ensuring consistent delivery aligned with Keeta's standards.
- Lead vendor reviews, calibrations, and performance improvement routines.
- Provide structured feedback, support coaching initiatives, and strengthen vendor capability.
Insights & Reporting
- Develop and present comprehensive QA reports with actionable insights.
- Track initiative progress, document impact, and drive data-informed decisions with leadership.
- Act as a subject matter expert on QA frameworks and CX best practices.
What We're Looking For:
- 5+ years of experience in Quality Assurance, preferably in a team lead or supervisory role.
- Prior exposure to contact center or BPO environments, ideally within food delivery or service industries.
- Strong understanding of QA methodologies, evaluation frameworks, and CX standards.
- Experience evaluating voice, chat, and email interactions.
- Proven ability to perform root-cause analysis and present data-driven recommendations.
- Excellent communication, stakeholder management, and vendor engagement skills.
- Fluent in Arabic and English (Mandarin is a plus).
- Comfortable working in a fast-paced, performance-driven setup and traveling to vendor sites when needed.
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.
Location: Cairo, Egypt
Let's build global service excellence—together. #Hiring #QualityAnalyst #CustomerExperience #BilingualJobs #ArabicEnglish #FoodDelivery #QAJobs #KeetaCareers #JoinUs #TechJobs
