美团Senior Specialist-Quality Assurance and Training
任职要求
Bachelor's degree or above
4+ years of experience in quality assurance and/or training roles, with at least 1 year of team management experience; contact center / BPO background preferred
Fluency in Urdu and English is mandatory; proficiency in other Pakistani dialects (e.g., Punjabi, Sindhi, Pashto) is a strong advantage; Arabic proficiency is preferred
Strong command of QA methodologies and customer service best practices
Advanced skills in instructional design, data analysis, and report writing
Familiarity with quality monitoring tools, CRM systems…工作职责
As the Quality & Training Manager, you will oversee both the quality assurance framework and the training & development ecosystem for Keeta's offshore customer service operations. You will drive service excellence, continuously elevate team capabilities, and champion a multicultural, multilingual customer experience standard. 【Quality Management】 Systematically monitor and evaluate agent interactions across email, chat, and voice channels against established quality standards and KPIs Identify quality risks and failures, design corrective and preventive action plans, and communicate findings to the team and management Conduct root cause analysis on errors and complaints, and collaborate with cross-functional teams to implement systemic improvements Analyze DSAT and complaint data to identify trends and drive process optimization Lead calibration sessions to ensure consistent quality standards across all teams 【Training & Development】 Design and develop comprehensive training materials, course agendas, facilitator guides, and interactive content tailored to GCC market customer service operations Lead end-to-end training needs analysis, drawing insights from performance data, audits, and agent feedback to identify skill and knowledge gaps Deliver onboarding, upskilling, process update, and product knowledge training sessions to new hires and existing staff Adapt delivery style and content for diverse multilingual and multicultural audiences to maximize comprehension and engagement Establish and manage the training certification process, ensuring only certified agents go live 【Team Leadership & Collaboration】 Lead the Quality & Training team, setting work plans, assigning tasks, and coaching team members' growth Collaborate closely with BPO training teams to monitor and ensure training quality and consistency across all sites Identify operational pain points through floor walks, call listening, and coaching activities; develop targeted training solutions Regularly report to management on quality metrics, training effectiveness, agent performance trends, and CSAT scores Champion a culture of quality, accountability, and continuous improvement within the customer service function
Execute QA strategy • Define quality standards, create and maintain quality assurance programs in line with Compliance and AML action plans and internal policies • Drive consistent approach to case completions and quality across local and offshore teams • Test the quality of approved KYC records against the Quality Assurance standards, reviewing the reliability and integrity of data collected and challenging the appropriateness of assumptions made where appropriate, and record results in the case management system • Preparation of QA scorecards in accordance with QA scoring matrix at team and individual levels, and monthly QA report for management reporting • Identify key issues, risks and trends relating to output quality and perform root cause analysis; make recommendations for addressing identified deficiencies or improvement to operational processes • Presents results to key stakeholders, tracks and monitors rectifications to the critical defects identified • Anticipate challenges and initiate solutions in the QA testing process • Review and endorse coaching documentation completed by the production team leads KYC Compliance Testing • Conduct tests and reviews on the digital KYC journeys and processes to assess compliance with internal policies and external regulations • Gather, analyse and document test data to identify gaps or violations • Present to management on the risks and vulnerabilities identified • Work with relevant stakeholders to implement solutions • Perform re-test after completion of corrective actions • Ensure relevant training materials and operating manuals are updated Others • Provide ongoing SME guidance to support the production teams • Deliver policy trainings and refreshers, as required • Provide support for urgent requests, assist the team in completing ad-hoc projects • Stay updated on industry best practices and emerging technologies in quality assurance and customer service to recommend implementable innovations Leadership & Teamwork • Guide, mentor and manage the QA team, fostering skill development and ensuring performance aligns with quality goals • Ability to provide technical leadership, at the same time advocate focus in customer experience at the heart of the team’s operations • Champion agile ways of working across the team • Ability to identify and break down complex problems, and work with various stakeholders in implementing optimal solutions with strategic intent
1.Output service rules for the takeaway industry, including the user side, merchant side and rider side, to ensure a balanced experience on all three sides. 2. Design the whole chain service journey from AI customer service to manual customer service, including service routing, service layering, service risk control and etc.. 3. Design takeaway journeys and scenarios in line with Saudi customers' habits, and output applicable service processes, solutions and communication tactics. 4. The design targets frontline customer service in the customer service center, ensuring that the process is clear, concise and easy to operate, and optimizing the process to improve customer service resolution. 5. Analyze service data and customer voices, continuously discover user pain points, and feedback to business improvement to reduce the occurrence of problems.
Process Optimization and Digital Transformation Diagnosed pain points in existing customer service workflows, designed and drove implementation of optimization initiatives Led digital migration and online transformation of customer service systems (e.g., ticketing system, knowledge base) Collaborated with product and R&D teams to develop automation tools, reducing manual intervention Operations Strategy and Data Analytics Analyzed core metrics such as service efficiency and customer satisfaction using data modeling. Delivered periodic business insights reports and formulated quantifiable operational improvement strategies Designed localized service processes and SOPs tailored to the Middle East market characteristics Cross-Regional Collaboration Served as the BPI liaison, coordinating with local teams in the Middle East to pilot and implement process improvements Conducted regular overseas business research to identify opportunities for enhancing cross-cultural service delivery
• Drive the development of detailed merchandising strategies, briefs and plans for campaigns and promotions in partnership with worldwide DE&M team, commercial teams, Marketing teams and other partners. • Collaborate with worldwide and regional cross-functional teams for launches to ensure local relevance in merchandising, including navigation, content, curation, and performance optimization. • Generate reports and analyze the performance of the store to extract actionable insights, and translate them into clear recommendations and plans. • Work cross-functionally to understand the customer journey and implement strategies that enhance the digital shopping experience on the platform store. • Regular meetings with peers in AMR and Europe during overlapping business hours.