Care Quality Assurance Lead

4 weeks ago

Riyadh, Saudi Arabia Sary Full time

At Sary, we're rewriting the rules of wholesale by making shopping at wholesale markets easier and more efficient. Our mission is to empower businesses with streamlined purchasing solutions, utilizing technology and operational excellence to transform their experience. Through our platform, thousands of businesses gain access to a vast array of wholesale listings from numerous suppliers, ensuring convenience, cost-effectiveness, and excellent service.

We are seeking a Care Quality Assurance Lead (QA) to ensure the highest standards of quality across all aspects of our operations. With a focus on prevention and meticulous attention to detail, you'll play a pivotal role in upholding our reputation for excellence.

**Requirements**:

- Collaborate in the design of call and chat monitoring formats and quality standards to uphold the highest service levels.
- Develop and execute automation scripts to streamline processes and enhance efficiency, ensuring seamless operations.
- Design and implement testing processes for both new and existing services, ensuring they meet the evolving needs of our clients and stakeholders.
- Utilize quality monitoring data to compile and track performance metrics at both team and individual levels, ensuring accountability and continuous improvement.
- Design and implement quality assurance standards and processes to maintain consistency and excellence throughout the company.
- Lead efforts to obtain various ISO certifications, demonstrating our commitment to quality and best practices.
- Provide actionable data and insights to internal support groups, contributing to ongoing improvements and decision-making.
- Offer feedback to call center team leaders and managers to optimize performance and service delivery, fostering a culture of continuous improvement.
- Generate detailed reports documenting errors and issues for prompt resolution, ensuring swift action and resolution.
- Undertake additional duties and responsibilities as assigned, contributing to the overall success of the team and organization, and demonstrating flexibility and adaptability.

**Benefits**
- Bachelor's degree in Business Administration or a related field.
- 2 to 4 years of experience in Quality Assurance, with a solid understanding of QA principles.
- Proficiency in creating SOPs (Standard Operating Procedures) and familiarity with workflows and policies.
- Background knowledge in customer care management.
- Excellent communication skills and the ability to collaborate effectively across teams.
- Lean Six Sigma certification is a plus.
- Preferably familiar with Compliance practices.

What's in it for you at Sary?
- Dive deep into various quality assurance functions, gaining valuable insights and experiences across different aspects of our operations.
- Collaborate with a seasoned and supportive team of professionals, fostering your professional growth and development in the quality assurance domain.
- Play a pivotal role in real projects and initiatives aimed at upholding our commitment to excellence, making a tangible impact on the quality of our services and operations.
- Immerse yourself in quality assurance strategies, processes, and best practices, continuously broadening your expertise and knowledge in this critical area.

If you meet the requirements outlined above and are prepared to make a substantial mark in the realm of Quality Assurance, we invite you to join us on this exciting journey

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