Careem is hiring a

Quality Assurance Analyst

Jeddah, Saudi Arabia

Do you want to help build a world-class institution from the region, experience the thrill of being part of a high-growth technology company, and improve people’s lives?

There is only one way to build an awesome institution: to attract exceptionally talented people who are aligned with the mission of the organisation and make them partners in success. At Careem, our mission is to simplify the lives of people, initially through solutions that make transportation in the region reliable, and over time, through disruptions in payments and logistics. In the process, we want to build an organisation that inspires and become a world-class institution from the region.

We have had a phenomenal start. Founded in 2012 by former entrepreneurs and McKinsey alums, Careem is an innovative transportation service operational in 19 cities from Morocco to Pakistan. With 30% monthly growth, we are one of the fastest growing companies in the region. Our recipe for success has been a team that thrives on challenges, is passionate about solving problems, is not afraid to work super hard, and is a true partner in the company through generous stock option grants. We have attracted strong regional and international investors and are positioned on the cusp of significant scale. Read more about us in the New York Times or Arabian Business.

ABOUT THE ROLE

Supreme Customer Service is fundamental at Careem, and we want to wow our customers every time! The purpose of the Quality Assurance Analyst role is to assist the department in doing just that. This role involves working on a shift basis that will include some weekend work. Key responsibilities include:

  • Liaising with internal and external customers and colleagues in order to resolve problems and ensure an effective and professional service delivery
  • Ensuring all customer interactions adhere to our internal quality standards – and are focused on a near perfect Customer Satisfaction Score
  • Identifying any issues within current working practices that might impact service delivery and identify solutions to ensure continual improvement and supreme customer service.
  • Providing accurate and timely quality monitoring reports on quality issues and performance measures
  • Providing feedback to managers regarding areas for improvement and recommended training opportunities for colleagues
  • Coaching and providing positive and constructive feedback to colleagues as required
  • Recommending policy and procedural changes or quality audit plan updates based on quality monitoring trends
  • Consulting with Management team members on non-complex projects to learn through experience
  • An additional language (French, Turkish or Persian, in particular) would be desirable although not essential as English is our corporate language
  • Extensive Customer Service / Call Centre experience with previous experience working within a Quality Assurance role
  • Active and attentive listening skills and the ability to deliver effective coaching, training and feedback sessions
  • Educated to BS/MS level (or equivalent) within a subject relevant to the position
  • A training qualification would also be a distinct advantage