Specialists, Quality Assurance

Who Are We❓

Step into the world of Mrsool—where convenience meets innovation! As one of the largest delivery platforms in the Middle East and North Africa (MENA) region, Mrsool has captivated users with its unique and seamless experience, earning it the highest ratings among all major delivery platforms on both Apple's App Store and Google's Play Store.

What sets Mrsool apart is its commitment to providing an unmatched "order anything from anywhere" experience. Using Generative AI, we analyze customer instructions in real-time and search across 100,000+ restaurants and stores to find exactly what they need. Our cutting-edge technology, combined with a vast fleet of dedicated on-demand couriers, ensures fast and reliable delivery—no matter how far or remote the location may be.

But don’t just take our word for it—Mrsool is consistently rated among the highest of all major delivery platforms, earning top reviews on both the Apple App Store and Google Play Store. Our commitment to a flawless, personalized experience has earned the trust of millions across the region, making Mrsool the go-to delivery app for a generation that demands both convenience and excellence.

Whether it's a late-night craving, a forgotten item, or a special gift for a loved one, Mrsool is here to deliver, quite literally. We take pride in the convenience we offer, empowering you to get what you need when you need it, all at the tap of a button.

The Job in a Nutshell💡

As a Quality Assurance Specialist, you will play a key role in ensuring service excellence and operational efficiency within the contact center. You will be responsible for monitoring, analyzing, and improving quality standards through data-driven insights and industry best practices.

Your role involves evaluating customer interactions, conducting root cause analyses, and driving process improvements using methodologies like Six Sigma, Lean, and TQM. You will work cross-functionally with different teams to enhance service quality, ensure compliance with KPIs, and implement performance enhancement strategies.

If you're eager to take on this rewarding opportunity, we’d love to hear from you. Apply today!

What You Will Do💡

• Monitor and evaluate customer interactions using QA scorecards, calibration sessions, and root cause analysis to ensure compliance with quality standards.
• Analyze trends and performance data to identify areas for improvement and develop actionable insights for enhancing customer service quality.
• Conduct quality assurance audits to ensure adherence to service-level agreements (SLAs), customer experience standards, and operational KPIs.
• Collaborate cross-functionally with operations, training, and customer experience teams to drive process improvements and service optimization.
• Facilitate coaching and feedback sessions, providing constructive insights to customer service teams to improve performance.
• Apply quality management methodologies such as Six Sigma, Lean, and TQM to optimize processes and enhance operational efficiency.
• Develop and refine QA frameworks, policies, and reporting structures to improve overall service quality and efficiency.
• Stay up to date with industry trends and best practices in quality assurance and customer experience to continuously enhance QA strategies.