About 2PSince 2004, 2P has been a leader in Saudi Arabia’s ICT landscape, delivering integrated technology solutions that help organizations accelerate digital transformation and improve operational efficiency. With a strong foundation in innovation and service excellence, 2P continues to provide end-to-end solutions through its specialized business units and trusted market expertise. We are always looking to connect with talented professionals who are passionate about making an impact and growing within a dynamic, forward-looking environment. Quality Manager
Job Purpose
The Quality Manager is responsible for ensuring exceptional customer experience by monitoring customer interaction quality, maintaining compliance with client-specific standards, and driving continuous process improvement. The role also focuses on identifying training needs, assessing training effectiveness, and collaborating with operations and training teams to address skill gaps and maintain consistent quality performance across service delivery.
Key Responsibilities Quality Standards & Process Monitoring
Conduct regular quality audits to evaluate customer interactions and ensure adherence to defined quality standards. Monitor compliance with client-specific requirements, service standards, and organizational quality benchmarks. Identify recurring quality issues, analyze root causes, and recommend corrective actions to improve service outcomes. Coordinate with the Training Team, Operations Manager, and Portfolio Director to address gaps identified during quality assessments. Support quality improvement initiatives that enhance operational excellence and customer satisfaction.
Quality Reporting Prepare detailed weekly and monthly quality performance reports for internal stakeholders and client review. Provide clear recommendations within reports to address identified gaps and improve service delivery. Validate report data systematically to ensure accuracy, completeness, and reliability. Track quality trends and highlight risks, improvement areas, and performance deviations.
Knowledge Base Management Maintain and update the knowledge base with accurate, relevant, and up-to-date client-specific information. Ensure call center agents can effectively access and use the knowledge base during customer interactions. Conduct periodic reviews of the knowledge base to identify content gaps and coordinate required updates. Analyze knowledge base usage during calls and recommend enhancements to improve agent efficiency and reduce service errors.
Training Needs & Quality Assessment Identify training needs based on recurring quality issues, customer interaction trends, and performance gaps. Assess training effectiveness by reviewing post-training performance, quality results, and customer satisfaction indicators. Collaborate with the Training Team to develop quality-focused training modules that address skill gaps and process inefficiencies. Monitor quality improvement after training interventions and recommend additional actions when required.
Special Projects Support and execute special projects assigned by 2P within the agreed timelines. Contribute quality insights and recommendations to operational improvement initiatives and client-related projects.
Qualifications & Requirements Education Bachelor’s degree in Business Administration, Quality Management, or a related field. Certifications in Quality Assurance, Six Sigma, or equivalent quality methodologies are preferred.
Experience Minimum 3 years of experience in quality assurance, preferably within customer experience, contact center, or IT services environments. Experience managing QA activities or quality teams. Proven experience implementing quality improvement initiatives. COPC knowledge or certification is preferred. Technical & Professional Skills Proficiency in quality management tools and software. Strong understanding of quality assurance processes, audit methodologies, and performance monitoring. Ability to analyze quality trends, identify root causes, and recommend corrective actions. Knowledge of customer interaction evaluation, scorecards, and quality calibration practices. Strong reporting, documentation, and data validation skills. Ability to work closely with operations, training, and client-facing teams. Competencies Attention to detail. Analytical thinking. Communication and presentation skills. Problem-solving and decision-making. Stakeholder management. Leadership and team coordination. Customer-centric mindset. Continuous improvement mindset.