Quality Assurance and Training Officer

Who Are We
We Are Foodics a leading restaurant management ecosystem and payment tech provider. Founded in 2014 with headquarter in Riyadh and offices across 5 countries, including UAE, Egypt, Jordan and Kuwait. We are currently serving customers and partners in over 35 different countries worldwide. Our innovative products have successfully processed over 6 billion (yes, billion with a B) orders so far making Foodics one of the most rapidly evolving SaaS companies to ever emerge from the MENA region. Also Foodics has achieved three rounds of funding, with the latest raising $170 million in the largest SaaS funding round in MENA, boosting its innovation capabilities to better serve business owners.

The Job in a Nutshell

The Quality Assurance & Training Officer plays a critical role in ensuring an exceptional customer journey across all touchpoints at Foodics. This role combines quality monitoring, training, and post-sales service supervision. You will oversee onboarding end-to-end, while ensuring communication quality and process adherence. Additionally, you will conduct user acceptance testing (UAT) on new product releases, provide structured feedback to the product team, and ensure customers receive a seamless experience through continuous improvement initiatives.

What Will You Do

• Monitor and evaluate customer interactions to ensure compliance with quality standards and provide constructive feedback to team members.
• Deliver onboarding and continuous training programs, including coaching sessions and workshops, to enhance team performance.
• Supervise post-sales services such as customer onboarding, renewals, and communication quality to ensure a seamless customer experience.
• Ensure training materials and content reflect product updates, process improvements, and customer service best practices.
• Conduct User Acceptance Testing (UAT) for new product releases and provide structured feedback to the product team.
• Develop a deep understanding of Foodics products and translate knowledge into effective training and customer support.
• Analyze performance data and customer feedback to identify trends, gaps, and opportunities for improvement.
• Collaborate with cross-functional teams (Product, Sales, Customer Success, etc.) to align QA, training, and customer lifecycle activities.
• Prepare and deliver regular performance and quality reports, highlighting key findings and improvement actions.
• Adapt quality and training practices to evolving business needs, ensuring flexibility and timely execution.
• Demonstrate strong emotional intelligence when dealing with team members, agents, cross-functional departments, and management to build trust and foster collaboration.
• Proactively identify issues, suggest improvements, and implement solutions without waiting for direct instructions.

What Are We Looking For

• Minimum 1–2 years of experience in quality assurance, training, or customer experience within a service-oriented environment or any related field.
• Bachelor's degree in Business Administration, Engineering, Quality Management, or other relevant fields.
• Strong training, facilitation, and coaching skills with the ability to engage diverse learners.
• Excellent written and spoken communication skills in both Arabic and English.
• Analytical mindset with the ability to interpret data and provide actionable insights.
• Knowledge of quality frameworks, customer service processes, and process optimization.
• Strong Microsoft Office skills (Excel, Word, PowerPoint).
• Experience with SaaS products (especially F&B sector) is a strong plus.

What We Offer You

We believe you will love working at Foodics

• We have an inclusive and diverse culture that encourages innovation.
• We offer highly competitive compensation packages, including bonuses and the potential for shares.
• We prioritize personal development and offer regular training and an annual learning stipend to tackle new challenges and grow your career in a hyper-growth environment.
• Join a talented team of over 30 nationalities working in 14 countries, and gain valuable experience in an exciting industry.
• We offer autonomy, mentoring, and challenging goals that create incredible opportunities for both you and the company.