Quality Assurance (QA) Officer
Foodics, Saudi Arabia

Foodics, a Saudi fast-growing startup in MENA, offers a complete Cloud point-of-sale SaaS with tools that help Famp;B and retail businesses start, track and grow. B2B sellers use Foodics to accept payments, track inventory, monitor sales, send orders to the kitchen, digitize menus, manage employees and analyze the whole business with smart reports, anytime and anywhere on the cloud. Available in English, Arabic, Turkish, Spanish and French. Foodics works offline with iOS apps that securely store data on the cloud and can integrate with third-party apps. Founded in 2014 and headquartered in Riyadh, Foodics is currently available across the MENA region, with offices based in Saudi Arabia, United Arab Emirates, and Egypt with a culture retaining talents and promoting creativity and efficiency. Foodics today is one of the most promising SaaS companies in MENA and future Unicorn (1 Billion USD company) and we are looking for people like you to help shape tomorrow at Foodics.

Vision

To become a leading Fintech and software trusted partner globally, for retailers and sellers who want to grow their business.

Mission

We empower sellers with a comprehensive point of sale platform to enrich their operations. We give complete business control and offer smart reports on sales, customers, employees, and inventory. We also provide an ecosystem of tools to seamlessly accept payments and finance growth.

About the Role

Quality Assurance Officers play a major role in guaranteeing the satisfaction of company customers in every interaction with our representatives at all customer communication channels. As a QA officer, you will be responsible for assessing the quality of the performance of all agents and representatives who deal with our existing and potential customers, monitor inbound and outbound calls, and emails responses to assess representatives demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. You will assist in developing, creating and implementing Center of Excellence (CoE) quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall Foodics customer’s experience delivered through the Center of Excellence.

• Review and analyze customer emails, voice calls, chats interactions among all touch points using relevant tools, to identify areas of discrepancy with unified established quality standards, and provide productive and constructive feedback to team members
  
• Build foodics CoE team members capacity through delivering quality training to new joiners, and conduct regular coaching sessions for team member to foster constant improvement, outstanding customer experiences, and reduction in business risk
• Performs mock calls with new hires post-training to determine readiness for moving into support.
• Uses customer service expertise to assess existing practices and procedures for process improvement opportunities with all customer of excellence teams.
• Provide daily, weekly, Monthly and quarterly performance reports; Short calls, long calls, satisfaction reports, evaluation amp; coaching reports and others.

Requirements

• Bachelor Degree in Computer Science, IT, or related field.
  
• 1-2 years of experience in quality assurance in customer servicing centers
• Excellent communication skills, both written and verbal
• High commands over English language
• High commands over computer skills and MS office applications with Advanced Excel skills
• Customer focused, high analytical skills with an approachable personality
• Experience with SaaS product (Famp;B) is a strong plus
• Must be flexible to work in a fast-paced and evolving environment

Benefits

• Attractive compensation and benefits plan
  
• High learning curve with chances for continues development
• Flexible, people-focused culture

Job Rewards and Benefits