About us

Tamara is the leading fintech platform in Saudi Arabia and the wider GCC region with a mission to help people make their dreams come true by building the most customer-centric financial super-app on earth. The company serves millions of users in the region and partners with leading global and regional brands such as SHEIN, Jarir, noon, IKEA and Amazon, as well as small and medium businesses.

Tamara is Saudi Arabia’s first fintech unicorn and is backed by Sanabil Investments, a wholly owned company by the Public Investment Fund (PIF), SNB Capital, Checkout.com, amongst others. The company operates from its headquarters in Riyadh, with additional regional and global support offices.

About the role

We’re seeking a Quality Leader to design, scale, and manage a world-class quality framework across all support functions (Customer and Partner Support). You will own the end-to-end quality program, drive measurable improvements, and embed a strong culture of accountability, coaching, and continuous feedback. This is a critical leadership role aimed at transforming quality from a compliance checkbox to a strategic performance enabler. This role will be based in our Cairo office and will be an onsite role.

Your Responsibilities

1. Strategy & Governance

• Enhance the existing quality framework to be aligned with Tamara’s customer obsession and COPC standards.
• Define clear quality KPIs, sampling methodologies, and audit scope by channel (chat, email, phone, social, partner support).
• Create a governance model linking quality to CSAT, FCR, DSAT root causes, and operations KPIs.

2. Team Management

• Lead a team of quality specialists and auditors.
• Define team capacity models and performance scorecards.
• Embed regular calibration sessions with Ops, Training, and Product.

3. Framework & Tools

• Lead the implementation or optimization of the quality management system.
• Create audit templates, rubrics, and "What Good Looks Like" playbooks per line of business.
• Collaborate with BI to build quality dashboards.

4. Insights & Continuous Improvement

• Conduct deep-dive analysis on DSAT, repeat contacts, and poor quality audits to identify systemic gaps.
• Translate quality findings into training needs, content updates, process changes, and product feedback.
• Present weekly/monthly findings in WBRs and QBRs with action plans.

5. Stakeholder Collaboration

• Partner with Training, Content, Product, Operations, and Operational Excellence teams to resolve root causes.
• Drive cross-functional alignment on remediation plans for systemic quality defects.
• Support new initiatives with tailored QA tracking

Your Expertise

Experience

• 5+ years in customer experience quality management, preferably in fintech or tech support environments.
• Proven track record of designing and scaling QA programs, including calibration and performance insights.
• Experience leading teams across multiple geographies or third-party vendors.
• Exposure to COPC, ISO 9001, or other quality management standards is preferred
• Experience working with Zendesk, Genesys, Tableau, and Quality Management Systems.

Skills

• Deep knowledge of QA tools, contact center metrics, and audit methodologies.
• Strong analytical and storytelling capabilities; able to turn raw QA data into business insights.
• Excellent communication, stakeholder influence, and change management skills.
• Advanced English in both written and verbal communication.

Mindset

• Obsessed with operational excellence and customer outcomes.
• A problem-solver who challenges the status quo and leads with data.
• Builder mentality, you don’t wait for frameworks, you create them

About the team

The Careem Data Science team’s mission is to drive competitive value from data at scale through building AI models to optimize user experiences, decision making, operational efficiencies, and lead the region’s AI ecosystem. As one of the leaders in this team, you will be at the forefront of fulfilling this mission. You will be working with and leading the top data science talent of the region, leveraging AI to solve the region’s day-to-day problems, through state-of-the-art machine learning, optimization, deep learning, and RL models, that are deployed on top of our own in-house AI platform, serving users in real-time.

What you'll do

• Build a long-term vision on how we can rethink our customer acquisition and engagement strategies, leveraging data in our decision making.
• Drive exploratory analysis to understand the ecosystem, user behavior, identify new levers to help move metrics, and build models of user behaviors for analysis and product enhancements.
• Shape and influence data/ML models and instrumentation to optimize the product experience and generate insights on new areas of opportunity and new products.
• Provide product leadership by sharing data-based recommendations to communicate state of business, root cause of change in metrics, and experimentation results influencing product and business decisions
• Implement scalable machine learning algorithms that will be used in production on big data.
• Embark on exploratory data analysis projects to achievea  better understanding of phenomena as well as to discover untapped areas of growth and optimization. 
• Answer complex analytic questions from big data sets to help Careem shape its products and services in a better way.
• Help define and track the appropriate key metrics for specific projects. 
• Design and run randomized controlled experiments, analyze the resulting data, and communicate results with other teams.
• You will always challenge the status quo and continually investigate new data processing technologies and seek to ensure that we follow the industry best practices.

What you'll need

• Experience in data mining, predictive modeling, time series analysis, machine learning, Big Data methodologies, transformation and cleaning of both structured and unstructured data.
• Advanced degree in a quantitative discipline such as Physics, Statistics, Mathematics, Engineering or Computer Science.
• Strong problem solving and coding skills.
• Solid knowledge of and experience with marketplace problems in ride hailing and delivery services. 
• Solid knowledge of AB testing, classic ML and DL
• Solid understanding of recommendations, learning to rank, uplift modeling and matching problems. 
• Fluency in English along with excellent oral and written communication skills.
• Proficiency and demonstrated experience in: Python, SQL, Spark, Hive.
• Demonstrated experience with database technologies (e.g. Hadoop, BigQuery, Amazon EMR, Hive, Oracle, SAP, DB2, Teradata, MS SQL Server, MySQL).
• Demonstrated experience with business intelligence and visualization tools (Tableau, MicroStrategy, ChartIO, Qlik) along with geospatial data processing skills is a plus.
• Knowledge of Agile methodologies.