Jobs / Egypt / Healthcare
Quality Lead
Cairo, Egypt
About us
Tamara is a leading fintech platform in Saudi Arabia and the GCC region with a mission to help people own their dreams built on being simple, trusted, and everywhere our customers need us. Today, more than 25 million customers and over 130,000 partner merchants depend on Tamara every day for reliable financial solutions across retail, travel, education, healthcare, and beyond. Tamara is backed by Sanabil Investments, a wholly owned company of the Public Investment Fund (PIF), and SNB Capital, among others.
About the role
We’re seeking a Quality Leader to design, scale, and manage a world-class quality framework across all support functions (Customer and Partner Support). You will own the end-to-end quality program, drive measurable improvements, and embed a strong culture of accountability, coaching, and continuous feedback. This is a critical leadership role aimed at transforming quality from a compliance checkbox to a strategic performance enabler. This role will be based in our Cairo office and will be an onsite role.
Your Responsibilities
Strategy & Governance
- Enhance the existing quality framework to be aligned with Tamara’s customer obsession and COPC standards.
- Define clear quality KPIs, sampling methodologies, and audit scope by channel (chat, email, phone, social, partner support).
- Create a governance model linking quality to CSAT, FCR, DSAT root causes, and operations KPIs.
Team Management
- Lead a team of quality specialists and auditors.
- Define team capacity models and performance scorecards.
- Embed regular calibration ses
Skills mentioned
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