Tabby
Quality Manager – Customer Experience
- Permanent
- Riyadh, Saudi Arabia
- Experience 5 - 10 yrs
Job expiry date: 30/04/2026
Job overview
Date posted
16/03/2026
Location
Riyadh, Saudi Arabia
Salary
SAR 20,000 - 30,000 per month
Compensation
Comprehensive package
Experience
5 - 10 yrs
Seniority
Manager
Qualification
Bachelors degree
Expiration date
30/04/2026
Job description
The Quality Manager will lead the design and execution of the Customer Experience (CX) Quality strategy across KSA. This includes translating customer insights into measurable improvements, driving CSAT enhancement, and establishing quality as a strategic driver of business outcomes rather than a compliance exercise. The role works closely with CX Operations, Training & Content, Product, Analytics, and CX Leadership to implement data-driven improvements and embed a culture of continuous quality improvement.
Required skills
CX quality strategy design and execution
Customer satisfaction (CSAT) and dissatisfaction (DSAT) improvement
Data analysis, dashboards, and trend identification
Quality frameworks design (Lean, Six Sigma, continuous improvement)
Root cause analysis and systemic issue identification
Calibration and behavioral standards implementation
Cross-functional stakeholder management
Leadership, mentoring, and team development
Influencing senior leadership with insights and recommendations
Multi-channel CX evaluation
Key responsibilities
- Define and lead the CX Quality strategy aligned with company objectives and CSAT targets.
- Own the end-to-end Quality framework to measure meaningful customer outcomes.
- Analyze customer data sources including QA evaluations, CSAT/DSAT, VoC, complaints, and escalations to identify root causes and behavioral gaps.
- Build and maintain KPIs and dashboards to track quality and CSAT performance.
- Design and oversee quality improvement initiatives across channels, markets, and agent populations.
- Lead calibration programs to ensure fairness, consistency, and credibility in quality assessments.
- Translate quality findings into clear behavioral expectations and operational standards.
- Partner with Analytics, Product, Training, and Operations teams to strengthen quality-to-outcome correlations.
- Mentor and develop Quality team members to raise analytical rigor and ownership.
- Present insights and recommendations to senior leadership with clarity and conviction.
Experience & skills
- 7–10+ years of experience in CX or customer service quality roles with leadership responsibility.
- Proven success driving measurable CSAT and quality improvements.
- Experience designing and scaling quality frameworks in complex CX environments.
- Strong analytical skills and data fluency.
- Strategic thinking with execution orientation.
- Confident communication and stakeholder influencing skills.
- Experience with quality methodologies such as Lean or Six Sigma.
- Preferred: Six Sigma Black Belt or Lean certification.
- Preferred: Experience in fast-growth, tech-enabled, or fintech-like CX environments.
- Preferred: Exposure to multi-market or scaled operations.