Quality Assurance Specialist

About the role

Keeta is expanding its food‑delivery platform across Hong Kong, Saudi Arabia, Brazil and the Middle East. The Quality Assurance Specialist will lead quality governance for customer support interactions, ensuring consistent service standards and continuous improvement across voice, chat and email channels.

Key responsibilities

• Monitor and evaluate customer interactions across voice, chat and email.
• Drive quality governance with internal teams and BPO partners, ensuring compliance with QA standards and KPIs.
• Analyze quality trends, DSAT drivers and operational risks to identify improvement opportunities.
• Lead root‑cause analyses and recommend data‑driven solutions to enhance the customer experience.
• Conduct vendor performance reviews, calibration sessions and quality governance routines.
• Partner with Operations and vendor teams to implement action plans and improve performance.
• Develop quality dashboards and performance reports for leadership.
• Provide structured feedback, support coaching initiatives and promote a culture of continuous learning.

Required profile

• 5+ years of Quality Assurance experience in a contact‑center or BPO environment.
• Experience overseeing vendor quality performance and governance.
• Strong understanding of QA methodologies, scorecards, calibration and customer‑experience standards.
• Proven ability to evaluate voice, chat and email interactions.
• Excellent analytical, reporting and root‑cause analysis skills.
• Fluent in Arabic and English.
• Willingness to travel to vendor sites as required.

Required skills

• QA methodologies and scorecard design.
• Calibration processes for multi‑channel interactions.
• Customer‑experience standards evaluation.

What we offer

• Opportunity to shape world‑class customer experiences on a fast‑growing platform.
• Regional visibility and influence over quality initiatives.
• Continuous learning culture with cross‑functional collaboration.
• High‑impact environment partnering with Operations, Training and vendor teams.