Senior Quality Assurance Specialist, OTO, Remote, KSA

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Hello from OTO, your passport to seamless shipping in the dynamic MENA landscape! As a multi-language, All-in-one Shipping Management Software, we're the navigational tool empowering e-commerce Stores and Omnichannel brands to dispatch their orders effortlessly through a vast network of 200+ shipping companies, both locally and globally.

In the quest to build MENA's next global startup, we've set our sights on solving a worldwide challenge – shipping! The secret to our success lies in our mantra: OTOmation, where Innovation and Automation converge to democratize shipping solutions for everyone.
Are you a tech enthusiast with an appetite for challenges? OTO is the place for you! We're in pursuit of high-energy, self-motivated individuals who are committed to their craft. At OTO, we've embraced a no-door policy, fostering a culture of openness, honesty, and an appreciation for diverse perspectives. Oh, and did we mention our team's shared love for Pizza?

Fear not, you'll soon discover the delicious details! If you're seeking a tech haven where learning is rapid and you can play a pivotal role in shaping the future of global e-commerce and shipping, look no further – your journey begins with us!

We are now calling on all Sr. Quality Assurance Specialist Heroes! OTO is currently on the hunt for a seasoned Sr. Quality Assurance Specialist to join our team! Bring your A-game, expertise, and enthusiasm & join us in driving OTO's growth into the MENA Market! Join us and let's conquer new horizons together!
Tasks & Responsibilities:

    Provide continuous guidance & coaching for OTO’s Customer Support & Success teams;
    Mentor and train team members on quality assurance processes and best practices;
    Develop and implement quality monitoring processes for support & success interactions, including calls, emails, and chat support;
    Conduct regular reviews of support interactions to ensure adherence to quality standards;
    Collaborate with support and success management to identify areas for process improvement;
    Implement and monitor changes to enhance the overall quality of support and success services;
    Define and track key performance indicators (KPIs) related to overall team quality;
    Analyze performance metrics to identify trends and areas for improvement;
    Coordinate training programs to enhance skills and knowledge;
    Conduct regular training sessions on best practices;
    Analyze customer feedback and complaints to identify root causes and propose corrective actions;
    Work closely with the team to address recurring issues and improve customer satisfaction;
    Maintain detailed documentation of QA processes, procedures, and findings;
    Generate regular reports on quality metrics and present findings to relevant stakeholders;
    Provide unwavering guidance and strategic coaching to OTO's Customer Support &
    Success teams, ensuring a dynamic and forward-thinking approach;
    Take charge of mentoring and training initiatives, instilling a culture of excellence by equipping team members with advanced quality assurance processes and industry best practices;
    Develop and implement meticulous quality monitoring processes that set the gold standard for support & success interactions, encompassing calls, emails, and chat support;
    Conduct regular and rigorous reviews of support interactions, leaving no room for compromise, and ensuring strict adherence to uncompromising quality standards;
    Collaborate seamlessly with OTO’s support and success management to identify and spearhead areas for process improvement, fostering a culture of continuous enhancement;
    Implement and monitor changes that not only meet but exceed expectations, driving a continuous and proactive enhancement in the overall quality of support and success services;
    Define, monitor, and meticulously track key performance indicators (KPIs) that serve as benchmarks for the team's relentless pursuit of quality excellence;
    Analyze performance metrics with a discerning eye, identifying trends and pinpointing areas for improvement, driving data-driven decision-making for constant refinement;
    Coordinate impactful training programs that go beyond the ordinary, empowering team members with advanced skills and knowledge to stay at the forefront of industry demands;
    Conduct regular training sessions that not only maintain but elevate the team's competence by instilling and reinforcing industry best practices;
    Analyze customer feedback and complaints with a keen eye for detail, masterfully identifying root causes and proposing corrective actions that address concerns at their source;
    Work closely with the team to address recurring issues collaboratively, demonstrating a commitment to ongoing improvement and a relentless pursuit of elevated customer satisfaction;
    Uphold meticulous documentation standards for QA processes, procedures, and findings, ensuring transparency, accountability, and a foundation for continuous improvement.
    Join us in setting unparalleled standards of excellence in customer support and success;
    Any other duties as required by management.

Requirements:

For this role, it is essential that have

    Qualifications: Bachelor’s degree in Computer Science or any other related field.
    Experience: 4+ years of experience in the same position..
    Language: Bilingual (Turkish & Arabic)

It will be considered a big plus if you:

    International experience
    Previous work in fast-growing SaaS start-ups

Location

At OTO, we've adopted a Remote Working culture that breaks free from the traditional office constraints. Work from home, your favorite coffee shop, a sunny beach, or even an art museum – the choice is yours. We're all about results, and you'll be surrounded by a team of aggressive achievers. Embrace the freedom to work from anywhere without the unnecessary fluff. Welcome to a workplace where flexibility meets real impact.
Benefits

    ESOPs: With your Employee Stock Options, you're not just part of the team; you're a co-owner steering us toward success. Your hustle today builds equity for us all.
    Health Insurance: Our medical coverage is your safety net. No need to stress about unexpected bumps – we've got your back with our Health Insurance coverage/fund depending on your location.
    Mental Health Break: In the grind, take a breather. Our mental health break is your time to recalibrate. Come back sharper, because we all need a mental tune-up.
    Education Fund: This fund is your ticket to staying ahead. Feed that brain and let's level up together.
    Laptop Fund: The one-time laptop fund ensures you're armed for efficiency, innovation, and collaboration.
    Home Office Fund: This one-time home office fund is your ticket to creating a workspace that works for you.
    Happiness Grant: Recognizing that a content team is a productive team, the happiness grant is a professional nod to fostering personal joy. Consider it a token to pursue activities that contribute to your well-being because a fulfilled you is an asset to us all.
    Unlimited Days Off: Our unlimited days off policy is not just a perk; it's a reflection of our commitment to fostering a supportive and results-driven work environment. W value outcomes over hours, trusting our team to prioritize their responsibilities and take as much time as they need to return to work recharged and ready to contribute their best
    Umrah & Hajj: Beyond the grindstone, we've got your spiritual back. Umrah & Hajj support is our way of saying, "Your inner peace is a priority."
    100% Technical Software: To keep you sharp in the tech game, we cover 100% of technical software expenses.
    Growth Playground: Growth isn't just a catchphrase; it's the air we breathe at OTO. We believe in constant learning for both personal and company-wide evolution. You will always be positively challenged & pushed to grow to your utmost potential.
    Supportive Team: We are growing fast and no two days look the same at OTO, but one thing never changes; your colleagues always have your back and you can always bounce ideas off of them.

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