Quality Assurance (QA) Specialist - Khobar
Foodics, Saudi Arabia

Proudly voted the best place to work in 2021-2022, Foodics, one of the most promising SaaS companies in MENA, was founded in 2014 in KSA with headquarters in Riyadh and offices in the United Arab Emirates Jordan, Kuwait, Egypt, Pakistan, and the Netherlands.

FOODICS is the leading Restaurant-Tech company in MENA and a pioneer in the regional Famp;B industry. Foodics is currently undergoing rapid expansion across MENA, Pakistan, Africa and Asia, servicing over 20,000 brands , and 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.

We provide a cloud-based point-of-sale SaaS ecosystem with tools that help Famp;B, and retail businesses start, track and grow. Our customers use Foodics to accept payments, track inventory, monitor sales, process orders, digitize menus, manage employees, create analytics and smart reports, provide secure cloud storage and enable the integration of third-party apps.

We pride ourselves on recognizing and retaining talent while promoting creativity and efficiency. We are constantly looking for people to help shape and be a part of our bright future!

Our Purpose: To create a growth-accelerating platform that enables the restaurant ecosystem to achieve the most remarkable performance

Our Vision: To be the most trusted one-stop-shop software amp; financial platform for restaurants

Our Mission: to empower every person who contributes to the success of a restaurant business and provide finance to fuel its growth

About the Role

Hi all, we are hiring for a Quality Assurance Specialist, who will 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 Specialist, you will be responsible for assessing the quality of the performance of all 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.

• Analyzes/audits emails, voice calls, chats among all customer touch points to identify areas of service delivery that did not meet pre-established performance standards within the COE.
• Provides structured and timely recommendations; verbal and/or written feedback to managers.
• Performs mock calls with new hires post-training to determine readiness for moving into support.
• Deliver a very high level of training to all Foodics Excellence department new joiners
• Develops and conducts coaching sessions with agents amp; conduct improvement opportunities.
• Uses customer service expertise to assess existing practices and procedures for process improvement opportunities with all customer of excellence teams.
• Uses customer excellence department tools to gather data and analyze trends or patterns affecting quality.
• Collaborates COE team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience.
• Design evaluation forms amp; programmed and make sure that targets are met
• Communicate and ensure all business and industry update are properly amp; timely communicated to all team member across the COE department
• Determine the weaknesses areas and set the plan to tackle the issues and fix them in a proper manner
• Ensure that all COE team members are having a unified standard and competencies
• Provide feedback on a timely manner all to all agents verbally or through available tools.
• Ensure a very high customer satisfaction rate among all customer touch points with the COE team and analyze the areas that requires improvement.
• Provide daily, weekly, Monthly and quarterly performance reports, Short calls, long calls, satisfaction reports, evaluation amp; coaching reports.
• Any other tasks assigned by direct/indirect manager.

Requirements

• 1-2 years Call Center Quality Assurance Experience
• Excellent verbal, written and interpersonal communication skills

• Outstanding customer service skills and dedication to providing exceptional customer service

• Must be self-motivator and self-starter

• Focus on quality and

Job Rewards and Benefits