Quality Assurance Manager
il y a 1 semaine
About the role
At Inyad, we are committed to delivering a seamless, high-quality experience at every customer touchpoint. As a Quality Assurance Manager, you will play a central role in monitoring, maintaining, and elevating the quality of our contact center operations. You will work closely with agents and supervisors to ensure our communication standards are consistently met, while fostering a culture of continuous improvement across the teams.
You will be responsible for
- Monitoring and evaluating customer interactions (calls, chats, emails) to ensure compliance with Inyad's quality standards.
- Identifying improvement opportunities and providing constructive, actionable feedback to advisors and supervisors.
- Creating, updating, and standardizing evaluation forms, quality checklists, and performance dashboards.
- Supporting training, coaching, and upskilling initiatives based on audit findings.
- Analyzing key quality indicators (QA scores, customer satisfaction, call handling metrics, etc.) and recommending improvement plans.
- Leading calibration sessions to ensure alignment and consistency across evaluators and teams.
- Collaborating closely with Operations, Training, and Product teams to enhance the overall customer experience.
- Acting as the bridge between quality, operations, and client expectations to uphold our commitment to service excellence.
Your qualifications
- Bachelor's degree (Bac+3) in Management, Communication, or a related field.
- 3–5 years of experience in quality analysis, QA management, or a similar role within a call center or customer service environment.
- Strong understanding of quality frameworks and customer experience best practices.
- Excellent communication, analytical, and coaching skills.
- Proficiency in Arabic and English; French is an asset.
- Digital fluency and comfort working with software tools (we are a tech company)
About us
We are a young and passionate team building the #1 tech platform in Africa dedicated to small and micro merchants. More than 5M merchants, in 15 countries, tested our flagship products (Konnash App, Mahaal App ans Takam App) to manage and grow their business.
We operate in small, autonomous, agile and independent teams. We encourage ownership, innovation and creativity in a supportive environment where sharing best practices is key.
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