Specialists, Quality Assurance

Who Are We❓

Step into the world of Mrsool—where convenience meets innovation! As one of the largest delivery platforms in the Middle East and North Africa (MENA) region, Mrsool has captivated users with its unique and seamless experience, earning it the highest ratings among all major delivery platforms on both Apple's App Store and Google's Play Store.

What sets Mrsool apart is its commitment to providing an unmatched "order anything from anywhere" experience. Using Generative AI, we analyze customer instructions in real-time and search across 100,000+ restaurants and stores to find exactly what they need. Our cutting-edge technology, combined with a vast fleet of dedicated on-demand couriers, ensures fast and reliable delivery—no matter how far or remote the location may be.

But don’t just take our word for it—Mrsool is consistently rated among the highest of all major delivery platforms, earning top reviews on both the Apple App Store and Google Play Store. Our commitment to a flawless, personalized experience has earned the trust of millions across the region, making Mrsool the go-to delivery app for a generation that demands both convenience and excellence.

Whether it's a late-night craving, a forgotten item, or a special gift for a loved one, Mrsool is here to deliver, quite literally. We take pride in the convenience we offer, empowering you to get what you need when you need it, all at the tap of a button.

The Job in a Nutshell💡

As a Quality Assurance Specialist, you will play a key role in ensuring service excellence and operational efficiency within the contact center. You will be responsible for monitoring, analyzing, and improving quality standards through data-driven insights and industry best practices.

Your role involves evaluating customer interactions, conducting root cause analyses, and driving process improvements using methodologies like Six Sigma, Lean, and TQM. You will work cross-functionally with different teams to enhance service quality, ensure compliance with KPIs, and implement performance enhancement strategies.

If you're eager to take on this rewarding opportunity, we’d love to hear from you. Apply today!

What You Will Do💡

• Monitor and evaluate customer interactions using QA scorecards, calibration sessions, and root cause analysis to ensure compliance with quality standards.
• Analyze trends and performance data to identify areas for improvement and develop actionable insights for enhancing customer service quality.
• Conduct quality assurance audits to ensure adherence to service-level agreements (SLAs), customer experience standards, and operational KPIs.
• Collaborate cross-functionally with operations, training, and customer experience teams to drive process improvements and service optimization.
• Facilitate coaching and feedback sessions, providing constructive insights to customer service teams to improve performance.
• Apply quality management methodologies such as Six Sigma, Lean, and TQM to optimize processes and enhance operational efficiency.
• Develop and refine QA frameworks, policies, and reporting structures to improve overall service quality and efficiency.
• Stay up to date with industry trends and best practices in quality assurance and customer experience to continuously enhance QA strategies.

Requirements

What Are We Looking For❓

• A strong background in quality assurance, particularly in contact center operations, with a keen eye for ensuring service excellence and compliance with industry standards.
• Analytical skills to evaluate QA scorecards, calibration sessions, and root cause analysis, identifying trends and areas for improvement.
• A proactive approach to process enhancement, applying Lean, Six Sigma, and other quality management methodologies to drive continuous improvement.
• Experience in quality assurance tools and proficiency in data visualization platforms such as Excel, Google Sheets, Power BI, or Tableau.
• Strong communication and coaching skills, enabling effective feedback delivery and alignment with cross-functional teams.
• Ability to adapt to a fast-paced, evolving environment, with a mindset focused on problem-solving and continuous learning.
• Understanding of customer service KPIs and the ability to develop action plans that enhance operational performance and customer satisfaction.

Who Will Excel❓

• Professionals with certifications in quality management (e.g., Six Sigma, COPC, ISO 9001, TQM).
• Those experienced in driving process improvements and implementing quality assurance frameworks.
• Individuals who can navigate ambiguity, set clear expectations, and thrive in dynamic environments.

Benefits

What We Offer You❗

• Inclusive and Diverse Environment: We foster an inclusive and diverse workplace that values innovation and provides flexibility. Whether you prefer remote, in-office, or hybrid work arrangements, we accommodate your needs - provided this setup aligns with business needs. 
• Competitive Compensation: Our compensation packages are competitive and include potential share options for certain roles. 
• Personal Growth and Development: We are committed to your professional development, offering regular training and an annual learning stipend to help you advance your career in a fast-paced, dynamic environment.
• Autonomy and Mentorship: You’ll enjoy a degree of autonomy in your role, supported by mentorship and ambitious goals that drive both your personal success and the company's growth.