Senior Quality Assurance Specialist

Hello from OTO, your passport to seamless shipping in the dynamic MENA landscape As a multi-language, All-in-one Shipping Management Software, we're the navigational tool empowering e-commerce Stores and Omnichannel brands to dispatch their orders effortlessly through a vast network of 200+ shipping companies, both locally and globally.

In the quest to build MENA's next global startup, we've set our sights on solving a worldwide challenge - shipping The secret to our success lies in our mantra: OTOmation, where Innovation and Automation converge to democratize shipping solutions for everyone.
Are you a tech enthusiast with an appetite for challenges? OTO is the place for you We're in pursuit of high-energy, self-motivated individuals who are committed to their craft. At OTO, we've embraced a no-door policy, fostering a culture of openness, honesty, and an appreciation for diverse perspectives. Oh, and did we mention our team's shared love for Pizza?

Fear not, you'll soon discover the delicious details If you're seeking a tech haven where learning is rapid and you can play a pivotal role in shaping the future of global e-commerce and shipping, look no further - your journey begins with us

We are now calling on all **Sr. Quality Assurance Specialist** Heroes OTO is currently on the hunt for a seasoned **Sr. Quality Assurance Specialist** to join our team Bring your A-game, expertise, and enthusiasm & join us in driving OTO's growth into the MENA Market Join us and let's conquer new horizons together

**Tasks & Responsibilities**:

- Provide continuous guidance & coaching for OTO’s Customer Support & Success teams;
- Mentor and train team members on quality assurance processes and best practices;
- Conduct regular reviews of support interactions to ensure adherence to quality standards;
- Collaborate with support and success management to identify areas for process improvement;
- Implement and monitor changes to enhance the overall quality of support and success services;
- Define and track key performance indicators (KPIs) related to overall team quality;
- Analyze performance metrics to identify trends and areas for improvement;
- Coordinate training programs to enhance skills and knowledge;
- Conduct regular training sessions on best practices;
- Analyze customer feedback and complaints to identify root causes and propose corrective actions;
- Work closely with the team to address recurring issues and improve customer satisfaction;
- Maintain detailed documentation of QA processes, procedures, and findings;
- Generate regular reports on quality metrics and present findings to relevant stakeholders;
- Provide unwavering guidance and strategic coaching to OTO's Customer Support &
- Success teams, ensuring a dynamic and forward-thinking approach;
- Take charge of mentoring and training initiatives, instilling a culture of excellence by equipping team members with advanced quality assurance processes and industry best practices;
- Conduct regular and rigorous reviews of support interactions, leaving no room for compromise, and ensuring strict adherence to uncompromising quality standards;
- Collaborate seamlessly with OTO’s support and success management to identify and spearhead areas for process improvement, fostering a culture of continuous enhancement;
- Implement and monitor changes that not only meet but exceed expectations, driving a continuous and proactive enhancement in the overall quality of support and success services;
- Define, monitor, and meticulously track key performance indicators (KPIs) that serve as benchmarks for the team's relentless pursuit of quality excellence;
- Analyze performance metrics with a discerning eye, identifying trends and pinpointing areas for improvement, driving data-driven decision-making for constant refinement;
- Coordinate impactful training programs that go beyond the ordinary, empowering team members with advanced skills and knowledge to stay at the forefront of industry demands;
- Conduct regular training sessions that not only maintain but elevate the team's competence by instilling and reinforcing industry best practices;
- Analyze customer feedback and complaints with a keen eye for detail, masterfully identifying root causes and proposing corrective actions that address concerns at their source;
- Work closely with the team to address recurring issues collaboratively, demonstrating a commitment to ongoing improvement and a relentless pursuit of elevated customer satisfaction;
- Uphold meticulous documentation standards for QA processes, procedures, and findings, ensuring transparency, accountability, and a foundation for continuous improvement.
- Join us in setting unparalleled standards of excellence in customer support and success;
- Any other duties as required by management.

**Requirements**:
For this role, it is essential that have
- **Qualifications**:Bachelor’s degree in Computer Science or any other related field.
- **Experience**: