As we continue to grow at Lendo, we’re looking for a detail-oriented and customer-obsessed Quality Assurance Specialist to help elevate the standards of our Customer Care operations. In this role, you’ll be a key partner across Customer Experience, Complaints, and Customer Care - responsible for designing, implementing, and driving quality programs that ensure regulatory compliance, exceptional service delivery, and operational consistency. You’ll monitor service metrics, identify improvement areas, and lead initiatives that directly impact customer satisfaction and trust.
Requirements
Key Responsibilities:
Support the Customer Care Manager to design, development, and implement consistent total quality assurance programs.
Key members in Customer Care task force with respect to product integrity, quality service, and market standardization.
Primary partner to Customer CX, Customer care and complaint unit
Ownership and coordination of Maximum Customer satisfaction.
Ownership of daily tracking calls, ticket, regulation complaints, accurate input data in system
Assist the manager in processing or procedural changes necessary for continuous improvements related to operational efficiencies, quality or enhancing overall customer service.
Must lead to the execution of quality standards, and continuous improvement activities within customer care
Ensures compliance with current or newly created policies any procedure and escalation metrics.
Developing and carrying out training modules for Customer Care team members on products knowledge, SAMA circulars, Calls etiquette, SLAs and quality of response relative to quality and compliance across all areas.
Review all required reports and ensure completed with agreed time frame
Qualifications:
Proven work experience as Quality assurance for 1-2 years
Preferably 1-2 years working in Financing, Banking, or Insurance
Strong understanding of customer care techniques and strategies
Outstanding communication and interpersonal skills
Proficiency in relevant computer applications
Experience in SAMA and related SLA and KPI
BSc degree and English language is a must
Experience in finance company and Fenteck
Ability to work in a dynamic environment and be results and deadline driven
Professional certification such as Six Sigma, CQE, or CQA is preferred
Knowledge of quality assurance terminology, methods, and tools
Excellent analytical, problem-solving, and decision-making skills
