Quality Manager
Tabby
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Posted on Apr 11, 2025
As a Quality Manager for Customer Experience, you will be responsible for ensuring that the customer experience team delivers exceptional service and maintains high-quality standards. You will develop and implement quality management strategies, monitor service performance, and drive continuous improvement initiatives. Your role is crucial in enhancing customer satisfaction, maintaining brand reputation, and fostering a customer-centric culture within the organization.
- Department
- Training and Quality
- Employment Type
- Full Time
- Location
- UAE
- Workplace type
- Onsite
- Reporting To
- Arthur Zhuravsky
Key Responsibilities
Management:
- Establish and maintain quality standards, policies, and procedures for customer service operations.
- Develop and implement quality assurance processes and methodologies to assess service performance.
- Lead a team of quality supervisors & analysts and make sure they perform towards the quality goals of CX org.
- Make sure regular audits and reviews of customer interactions, including calls, emails, chats, and social media interactions are conducted and acted upon, including analyzing customer feedback, identifying trends, and recommending improvements to enhance service quality.
- Establish and maintain quality standards, policies, and procedures for customer service operations.
- Develop and implement quality assurance processes and methodologies to assess service performance.
- Lead a team of quality supervisors & analysts and make sure they perform towards the quality goals of CX org.
- Make sure regular audits and reviews of customer interactions, including calls, emails, chats, and social media interactions are conducted and acted upon, including analyzing customer feedback, identifying trends, and recommending improvements to enhance service quality.
Performance Monitoring:
- Hold responsibility for CSAT
- Monitor service metrics and generate reports to evaluate team performance and identify areas for improvement
- Conduct root cause analysis of customer dissatisfaction, and implement corrective actions.
- Collaborate with Learning and Change and cross-functional teams to address systemic issues affecting service quality.
Training and Development:
- Teach quality specialists to provide coaching and feedback to agents to improve their performance and adherence to quality standards.
- Identify training needs and collaborate with the training department to design relevant training materials.
Continuous Improvement:
- Drive continuous improvement initiatives to enhance customer service processes, workflows, and systems.
- Collaborate with cross-functional teams, including Operations, Product, Training, & Change to identify areas for improvement, streamline workflows, and align on customer experience goals.
- Foster a culture of continuous improvement by promoting best practices and implementing innovative solutions.
- Lead quality improvement projects and initiatives.
Skills, Knowledge & Expertise
- Bachelor's degree in business administration, customer service management, or a related field (or equivalent experience).
- At least 5 years of experience in quality management, preferably in a customer service or contact center environment.
- Strong knowledge of customer service principles, practices, and industry standards.
- Familiarity with quality management methodologies and tools, such as Six Sigma or Lean.
- Excellent analytical and problem-solving skills.
- Exceptional attention to detail and accuracy.
- Effective communication and interpersonal skills.
- Proficiency in using quality management software and tools.
- Ability to lead and motivate a team.
- Fluent in English. Arabic would be a huge bonus.
- Certification in quality management (e.g., ASQ Certified Manager of Quality/Organizational Excellence) is a plus.
About Tabby
Tabby creates financial freedom in the way people shop, earn and save, by reshaping their relationship with money.
The company’s flagship offering allows shoppers to split their payments online and in-store with no interest or fees. Over 32,000 global brands and small businesses, including Amazon, Noon, IKEA and Shein use Tabby to accelerate growth and gain loyal customers by offering easy and flexible payments online and in stores.
Tabby has generated over $7 billion in transaction volume for its partner brands and has the highest rated, most reviewed, largest and fastest growing app of any fintech in the GCC region.
Tabby launched operations in 2020 and has raised +$1 billion in equity and debt funding from global and regional investors.
The company’s flagship offering allows shoppers to split their payments online and in-store with no interest or fees. Over 32,000 global brands and small businesses, including Amazon, Noon, IKEA and Shein use Tabby to accelerate growth and gain loyal customers by offering easy and flexible payments online and in stores.
Tabby has generated over $7 billion in transaction volume for its partner brands and has the highest rated, most reviewed, largest and fastest growing app of any fintech in the GCC region.
Tabby launched operations in 2020 and has raised +$1 billion in equity and debt funding from global and regional investors.
Our Hiring Process
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This job is no longer accepting applications
See open jobs at Tabby.See open jobs similar to "Quality Manager" Partners for Growth.