Keeta, an independent brand of Meituan, is redefining food delivery across Hong Kong, Saudi Arabia, Brazil, and the Middle East. As we continue to scale rapidly, delivering exceptional customer experiences starts with a strong quality culture.
We're looking for a Quality Assurance Specialist to drive quality excellence across our customer support operations, ensuring consistent service standards, vendor performance, and continuous improvement across every customer interaction.
What You'll DoQuality Assurance & Governance Monitor and evaluate customer interactions across voice, chat, and email channels. Drive quality governance across internal teams and BPO partners, ensuring compliance with QA standards and KPIs. Performance Analysis & Continuous Improvement Analyze quality trends, DSAT drivers, and operational risks to identify improvement opportunities. Lead root cause analyses and recommend data-driven solutions to improve customer experience. Vendor & Stakeholder Management Conduct vendor performance reviews, calibration sessions, and quality governance routines. Partner with Operations and vendor teams to implement action plans and improve performance. Reporting & Coaching Develop quality dashboards and performance reports for leadership. Deliver structured feedback, support coaching initiatives, and promote a culture of continuous learning and operational excellence.
What We're Looking For5+ years of Quality Assurance experience within a contact center or BPO environment. Previous experience overseeing vendor quality performance and governance. Strong understanding of QA methodologies, scorecards, calibration, and customer experience standards. Experience evaluating voice, chat, and email interactions. Excellent analytical, reporting, and root-cause analysis skills. Strong stakeholder management and communication skills. Fluent in Arabic and English. Willingness to travel to vendor sites as business needs require.
Why Join Keeta????? Make a meaningful impact – Help shape world-class customer experiences across one of the fastest-growing delivery platforms.???? Accelerate your career – Take ownership of quality initiatives with regional visibility and influence.???? Continuous learning culture – Collaborate with talented teams and grow your expertise in customer experience and operational excellence.???? High-impact environment – Partner with Operations, Training, and vendor teams to drive measurable business improvements.