Customer Service Quality Assurance Manager
4 days ago
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 Saudi Arabia.
Join Us to Elevate Customer Experience & Service Excellence
Are you passionate about driving service quality and ensuring top-tier customer experience? We're looking for a Customer Service Quality Assurance Manager to lead quality assurance efforts and enhance service standards for our Saudi Contact Center.
What You'll Do:
- Ensure Service Excellence – Conduct quality inspections across various business lines, identifying gaps in execution, process adherence, and product rules.
- Drive Continuous Improvement – Analyze service defects, identify root causes, and implement corrective actions.
- Coaching & Development – Provide insights for training and coaching to uplift service standards and meet quality targets.
- Data-Driven Decision Making – Conduct daily, weekly, and monthly quality analysis, generating actionable reports for improvement.
- Customer-Centric Approach – Analyze customer feedback, call recordings, and case reviews to bridge service gaps and enhance the customer journey.
- Optimize Quality Monitoring Systems – Identify key service cases, categorize findings, and refine evaluation frameworks for better quality control.
Why Keeta?
- Innovation-Driven: Keeta uses 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're Looking For:
- Bachelor's degree or above, with strong English communication skills.
- 2+ years of experience in customer service quality management, preferably in a multinational contact center.
- Proficient in data analysis, quality inspection tools, and reporting.
- Customer-focused mindset with a keen eye for identifying service improvement opportunities.
- Strong problem-solving & collaboration skills to work across teams and drive change.
Ready to take your career to the next level? Apply now and be part of a team committed to delivering world-class customer service
Seniority levelMid-Senior level
Employment typeFull-time
Job functionQuality Assurance
IndustriesTransportation, Logistics, Supply Chain and Storage
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