Quality Lead

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About this role

Quality Lead Cairo, Egypt 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

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