Overview
Quality Analyst- Customer Experience Jobs in Riyadh, Saudi Arabia at Keeta
Title: Quality Analyst- Customer Experience
Company: Keeta
Location: Riyadh, Saudi Arabia
Keeta is an independent brand of Meituan, the world’s largest tech-driven retail company. Keeta is revolutionizing the food delivery space. As a dynamic and innovative global platform, Keeta leverages cutting-edge technology to provide fast, reliable, and seamless food delivery experiences. With the mission “We help people eat better, live better”, Keeta launched in 2023 and has rapidly expanded across key regions, including Hong Kong and Saudi Arabia.
Are you passionate about elevating customer experiences? Do you thrive in a fast-paced, data-driven environment and love turning insights into impact?
If yes, you might be the perfect fit to join our team at Keeta as we build world-class offshore support operations.
What You’ll Do:
Evaluation & Monitoring:
Audit customer interactions (email, chat, calls) based on quality standards.
Spot errors and fatal issues, then recommend action plans to prevent recurrence.
Collaborate on root cause analyses and long-term solutions. Coaching & Feedback
Deliver clear, supportive feedback to agents to enhance performance.
Join calibration and coaching sessions to maintain consistency and quality.
Empower frontline teams to own and improve their service.
Quality Assurance Excellence:
Shape and update QA scorecards, standards, and best practices.
Identify trends, flag recurring issues, and help enhance SOPs.
Support ops on the floor during live shifts or urgent needs.
Training Partnership:
Work closely with the training team to develop materials based on QA insights.
Strengthen onboarding and post-hire performance through actionable input.
Performance Reporting:
Report quality metrics, error trends, and customer satisfaction insights.
Present data-driven stories that inform management decisions.
Compliance & Culture:
Ensure all evaluations align with company policies and industry regulations.
Promote a culture of quality, ownership, and continuous learning.
What We’re Looking For:
2+ years of experience in Quality Assurance or as a Senior CS Agent.
Fluent in Arabic and English (Mandarin is a big plus!).
Strong grasp of QA tools, scorecard design, and coaching frameworks.
Familiarity with CRM systems and quality monitoring platforms.
Sharp problem-solving, attention to detail, and analytical skills.
A positive attitude, excellent communication skills, and passion for CX.
Why Keeta?
Innovation-Driven: Keeta uses the advanced technology solutions to disrupt the traditional food delivery landscape, making every order smarter and faster.
Fast-Growing & Dynamic: Keeta is expanding quickly, offering endless opportunities for personal and professional growth.
Global Impact: Join a company that’s transforming the way people enjoy food, impacting communities around the world.
Location: Riyadh, Saudi Arabia;
Let’s build global service excellence—together. #Hiring #QualityAnalyst #CustomerExperience #BilingualJobs #ArabicEnglish #FoodDelivery #QAJobs #KeetaCareers #JoinUs #TechJobs
