Quality Assurance Manager
il y a 2 jours
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.
-
Quality Assurance Manager
il y a 2 semaines
Casablanca, Casablanca-Settat, Maroc BRAMS Temps plein 120 000 - 240 000 par anCompany DescriptionBrams Technologiesis a leading provider of cloud, AI, and digital transformation solutions, with offices in Morocco and the UAE. As a certified partner ofMicrosoft, Google Cloud, and AWS, Brams helps organisations modernise their infrastructure, enhance data security, and implement innovative digital solutions.With a strong focus on...
-
Quality Assurance Engineer
il y a 2 jours
Casablanca, Casablanca-Settat, Maroc Air Arabia Temps plein 30 000 - 60 000 par anJob Purpose To execute, monitor and follow up on Quality Assurance audit plans and reviews and surveillance as directed by "Quality Assurance Manager". Follow up on corrective measures in line with Air Arabia quality standards and DAC/CAA and regulatory bodies' requirements to ensure compliance with the same across all functions and areas of...
-
Manager - Quality Assurance (Morocco)
il y a 1 semaine
Casablanca, Casablanca-Settat, Maroc Air Arabia Temps plein 90 000 $US - 120 000 $US par anJob description:Job PurposeNominated by the airline and accepted by the respective civil aviation authority as "Post Holder", the job holder shall monitor and verify all activities in the areas of Flight Operations, Ground Operations, Flight Training, and Engineering Maintenance ensuring all are being carried under the supervision of the relevant "Nominated...
-
Quality Assurance Executive
il y a 1 semaine
Casablanca, Casablanca-Settat, Maroc SUN PHARMA Temps plein 900 000 - 1 200 000 par anLe/laQuality Assurance Executiveparticipe activement à la mise en œuvre et à l'amélioration continue du système de management de la qualité, afin de garantir la conformité des produits et des processus aux exigences réglementaires, aux bonnes pratiques de fabrication (GMP), et aux standards de qualité de Sun Pharmaceuticals Maroc.Responsabilités...
-
Quality Assurance Tester
il y a 1 semaine
Casablanca, Casablanca-Settat, Maroc Unibit Soft Temps plein 60 000 - 120 000 par anUnibit Soft est à la recherche d'un(e) stagiaire QA TesterNous recherchons un/une stagiaire QA (Quality Assurance) pour une durée de 3 mois. Lieu: Sur site, CasablancaDurée: 3 moisMissions principales:Effectuer des tests fonctionnels et de régression sur nos applications web et mobiles.Identifier, documenter et suivre les anomalies.Collaborer avec...
-
commercial en assurance
il y a 2 jours
Casablanca, Casablanca-Settat, Maroc SANLAM ASSURANCE Temps plein 1 000 - 12 000 par anNous sommes une grande compagnie d assurance sur Casablanca cherche des commerciaux pour vendre un produit d assurance pour les intéresses par le poste d un agent commercial veuillez m envoyer vos CV sur des agents commerciaux terrain sur la ville de Casablanca.Missions :Développement d'un portefeuille de clients particuliers et /ou...
-
Serial Life Quality Manager
il y a 2 jours
Casablanca, Casablanca-Settat, Maroc Stellantis Middle East & Africa Temps plein 50 000 - 100 000 par anCompany OverviewBuild your brand. Tell your story. Take advantage of a rare opportunity to start from the ground up and build something great.Stellantis is a leading global automaker and mobility provider that offers clean, connected, affordable and safe mobility solutions. Our Company's strength lies in the breadth of our iconic brand portfolio, the...
-
Head of Quality Assurance
il y a 2 semaines
Casablanca, Casablanca-Settat, Maroc Credit+ Temps plein 90 000 - 120 000 par anDescription :Credit+ is a next-generation consumer lending company, set to launch in Morocco in 2025.Our mission is to transform access to financing and promote financial inclusion through fully digital, fast, and tailored credit solutions designed to meet the real needs of every customer.Supported by cutting-edge technology and deep local...
-
Senior Quality Assurance Automation Engineer
il y a 2 jours
Casablanca, Casablanca-Settat, Maroc TransPerfect Temps plein 60 000 $US - 120 000 $US par anTransPerfect Is More Than Just a Job… Our greatest asset is our people, and nothing is more important to us than ensuring that everyone knows that. Each of our 100+ offices has its own individual identity, and each also has its own unique rewards.We are looking for engineers to join our growing team to work on highly visible, enterprise-wide software that...
-
Agent Commercial(e)
il y a 1 semaine
Casablanca, Casablanca-Settat, Maroc Assurance Temps plein 30 000 par anNous recrutons pour le compte d'une grande compagnie d'assurance marocaine, des agentscommerciaux sur la ville de CASABLANCA.Mission :o Développement d'un portefeuille de clients particuliers et/ou entreprises.o Établissement d'un plan de prospection en continu selon une cible prédéfinieo Démarcher les prospects pour leurs proposer des RDV.o Conduire...
