Quality Assurance Specialist

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.

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