Quality Assurance Officer / Used Cash

Syarah is on a mission to change how people buy their cars in Saudi and the Middle East. We offer buyers an end-to-end digital car buying experience where they can buy their next car from the comfort of their living rooms. Under the hood, we build systems to manage sourcing of cars, inspection, photography, merchandising, reconditioning, financing, insurance, shipping and many more. Our goal is to turn car buying into an experience of delight, comfort and peace of mind.

We are on the lookout for ambitious, competitive, growth-minded professionals to help us continue to harness technology to delight our customers and achieve our ambitious growth objectives in the auto sector.

All Syarah employees are expected to work in accordance with Syarah core values: Tolerance, Transparency, Respect, Integrity and Positivity.

Position: Quality Assurance (QA)

Are you a meticulous professional with a knack for ensuring excellence? Do you have an eye for detail and a passion for delivering top-notch customer service? If so, Syarah wants you! We are searching for a Quality Assurance Specialist who is not only skilled but also driven by a relentless pursuit of perfection.

Responsibilities:

1. Assess the quality of performance of our Sales officers handling customer interactions.
2. Monitor inbound and outbound calls to evaluate sales officers’ demeanor, technical accuracy, customer service performance, and adherence to company policies and procedures.
3. Participate in the design of call monitoring formats and quality standards.
4. Perform call and chat monitoring and provide trend data to the site management team.
5. Use the quality monitoring data management system to compile and track performance at both team and individual levels.
6. Coordinate and facilitate call calibration sessions for call center staff.
7. Perform other duties as assigned.

Minimum Requirements:

1. Minimum of 2 years of QA experience.
2. Excellent verbal, written, and interpersonal communication skills.
3. Outstanding customer service skills and dedication to providing exceptional customer care.
4. Strong focus on quality and customer service.
5. Exceptional listening and analytical skills.
6. Proficiency with Microsoft Office (intermediate Word, basic Excel).
7. Ability to multitask and thrive in a fast-paced team environment.
8. Experience in the automotive industry is a plus.

Quality Assurance (QA) is responsible for assessing the quality of the performance of our Sales officers who deal with our existing and potential customers. The QA will monitor inbound, outbound calls to assess sales officers demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures.