Quality Analyst

About us

Tamara is the leading fintech platform in Saudi Arabia and the wider GCC region with a mission to help people make their dreams come true by building the most customer-centric financial super-app on earth. The company serves millions of users in the region and partners with leading global and regional brands such as SHEIN, Jarir, noon, IKEA and Amazon, as well as small and medium businesses.

Tamara is Saudi Arabia’s first fintech unicorn and is backed by Sanabil Investments, a wholly owned company by the Public Investment Fund (PIF), SNB Capital, Checkout.com, amongst others. The company operates from its headquarters in Riyadh, with additional regional and global support offices.

About the role

We are seeking a detail-oriented and analytical Quality Analyst to join our Quality Assurance team. The successful candidate will be responsible for evaluating customer interactions, identifying trends, and providing actionable insights to enhance service quality and improve agent performance. This role plays a key part in ensuring that our service standards are consistently met and aligned with our company’s customer experience objectives. This role will be based onsite in our Riyadh office.

Your responsibilities

• Monitor and evaluate customer interactions (calls, emails, chats) against established quality standards.
• Deliver timely and constructive feedback to front-line agents and team leaders.
• Identify process gaps and recurring issues, and collaborate with operations and training to recommend improvements.
• Support calibration sessions with QA, Operations, and Training teams to ensure alignment on evaluation criteria.
• Track and analyze quality data, reporting on trends, root causes, and areas for improvement.
• Participate in the onboarding and development of new agents by providing quality insights and coaching input.
• Maintain accurate documentation of evaluations and feedback in QA systems.
• Contribute to continuous improvement initiatives to elevate customer satisfaction, FCR, and service consistency.

Your expertise

• Excellent communication, coaching, and interpersonal skills.
• Previous experience of 1 year in Quality Assurance or similar role within a customer service/call center environment
• Analytical mindset with attention to detail and accuracy.
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• High integrity and objectivity in evaluations.
• Team player with a continuous improvement mindset.
• Ability to work both independently and collaboratively.
• Strong command of Google Workspace tools, including Google Sheets, Google Docs, Google Forms, and Google Slides