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**. **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. - **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. - **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, offer