About Nafham by Tyro
Tyro is an online learning platform that connects students with qualified instructors. On its mission to provide personalized, high quality online education to everyone, Tyro has recently acquired Nafham, an edtech startup with over 5 million learners focused on school curricula of Egypt, KSA, and UAE. Both companies joining forces positions Nafham by Tyro to be the largest Edutech platform in the MENA region providing both, live online tutoring as well as recorded educational video content. With this new acquisition, Nafham by Tyro is growing fast and expanding its team by hiring the best candidates in the region to fulfill different roles and responsibilities..
Job Summary:The Quality & Escalations Specialist is responsible for ensuring high service standards by monitoring performance quality, conducting audits, and managing escalations The role focuses on continuous improvement, compliance, and maintaining a positive experience for all stakeholders.
Key Responsibilities: • Conduct regular quality audits on internal teams to ensure adherence to company standards, policies, and performance metrics. • Evaluate audition sessions and trial classes to assess instructor quality, delivery, and compliance with quality benchmarks. • Identify quality gaps, document findings, and provide clear feedback and improvement recommendations. • Manage and resolve escalations between clients and instructors in a professional and timely manner. • Act as a point of contact for complex quality or performance-related issues. • Collaborate with internal teams to implement corrective actions and enhance overall service quality. • Prepare quality reports, escalation summaries, and performance insights for management review.
Required Skills & Qualifications: • Strong attention to detail and analytical skills. • Excellent communication and conflict-resolution abilities. • Ability to evaluate performance objectively and provide constructive feedback. • Experience in quality assurance, customer experience, or operations is a plus. • Strong organizational and documentation skills. • Bachelor's defree holder • English is a must