--- title: 'Quality Lead at Tamara' canonical: 'https://feeny.ai/job/quality-lead-tamara-riyadh-gp6vmxakd3vr' type: 'job' last_seen: '2026-09-07' --- # Quality Lead at Tamara - **Company:** Tamara - **Location:** Riyadh, Saudi Arabia - **Posted:** 2026-08-19 - **Last confirmed live:** 2026-09-07 - **Apply:** https://job-boards.eu.greenhouse.io/tamara/jobs/4953661101 ## Job description ## About us Tamara is the leading fintech platform in Saudi Arabia and the wider GCC region with a mission to help people make their dreams come true by building the most customer-centric financial super-app on earth. The company serves millions of users in the region and partners with leading global and regional brands such as SHEIN, Jarir, noon, IKEA and Amazon, as well as small and medium businesses. Tamara is Saudi Arabia’s first fintech unicorn and is backed by Sanabil Investments, a wholly owned company by the Public Investment Fund (PIF), SNB Capital, Checkout.com, amongst others. The company operates from its headquarters in Riyadh, with additional regional and global support offices. ## About the role We’re seeking a Quality Leader to design, scale, and manage a world-class quality framework across all support functions (Customer and Partner Support). You will own the end-to-end quality program, drive measurable improvements, and embed a strong culture of accountability, coaching, and continuous feedback. This is a critical leadership role aimed at transforming quality from a compliance checkbox to a strategic performance enabler. This role will be based in our Riyadh office and will be an on-site role. ## Your Responsibilities 1. Strategy & Governance - Enhance the existing quality framework to be aligned with Tamara’s customer obsession and COPC standards. - Define clear quality KPIs, sampling methodologies, and audit scope by channel (chat, email, phone, social, partner support). - Create a governance model linking quality to CSAT, FCR, DSAT root causes, and operations KPIs. 1. Team Management - Lead a team of quality specialists and auditors. - Define team capacity models and performance scorecards. - Embed regular calibration sessions with Ops, Training, and Product. 1. Framework & Tools - Lead the implementation or optimization of the quality management system. - Create audit templates, rubrics, and "What Good Looks Like" playbooks per line of business. - Collaborate with BI to build quality dashboards. 1. Insights & Continuous Improvement - Conduct deep-dive analysis on DSAT, repeat contacts, and poor quality audits to identify systemic gaps. - Translate quality findings into training needs, content updates, process changes, and product feedback. - Present weekly/monthly findings in WBRs and QBRs with action plans. 1. Stakeholder Collaboration - Partner with Training, Content, Product, Operations, and Operational Excellence teams to resolve root causes. - Drive cross-functional alignment on remediation plans for systemic quality defects. - Support new initiatives with tailored QA tracking ## Your Expertise ## Experience - 5+ years in customer experience quality management, preferably in fintech or tech support environments. - Proven track record of designing and scaling QA programs, including calibration and performance insights. - Experience leading teams across multiple geographies or third-party vendors. - Exposure to COPC, ISO 9001, or other quality management standards is preferred - Experience working with Zendesk, Genesys, Tableau, and Quality Management Systems. ## Skills - Deep knowledge of QA tools, contact center metrics, and audit methodologies. - Strong analytical and storytelling capabilities; able to turn raw QA data into business insights. - Excellent communication, stakeholder influence, and change management skills. - Advanced English in both written and verbal communication. Mindset - Obsessed with operational excellence and customer outcomes. - A problem-solver who challenges the status quo and leads with data. - Builder mentality, you don’t wait for frameworks, you create them ## About Tamara ## Company Overview - **One-liner**: Tamara is the leading fintech platform in Saudi Arabia and the GCC region, offering Sharia-compliant buy now, pay later (BNPL) and payment solutions through a customer-centric financial super-app. - **Entity Type**: Private (Series? – Unicorn stage, backed by top investors) - **Headquarters**: Riyadh, Saudi Arabia (King Abdullah Branch Road, King Salman District) - **Founded**: 2020 - **Founders**: Not publicly available (company was founded in 2020 by a team; individual founder names not disclosed in provided sources) ## Core Business - **Primary industry/industries**: Fintech (BNPL, payments, consumer finance) - **Target customers**: B2C (consumers) and B2B (merchants, from SMBs to global brands) - **Mission or purpose statement**: “To help people make their dreams come true by building the most customer-centric financial super-app on earth” (from Greenhouse careers page) / “Empower people in their daily lives and revolutionize how they shop, pay, and bank” (from docs.tamara.co) ## Products & Services For each major offering: - **Tamara Bundle**: Includes Pay in Full and Split in 2/3/4 payment products – flexible, transparent, no hidden fees or interest. - **Split in Installments**: Allows customers to split purchase amounts into multiple installments (varies by retail category and ticket size). - **Pay in Full**: Customers pay the total order value upfront via Tamara, with no added fees or interest. - **Online & In-store Solutions**: Tamara’s payment methods work both for e-commerce and physical retail. - **Merchant Services**: Boost conversion and AOV, reduce fraud/credit risk, receive upfront payment while customers pay over time, and manage transactions/returns via a dashboard. ## Market Standing - **Valuation/Market Cap**: $2.107 billion (as of latest funding round – CB Insights lists valuation at $2.107B, making Tamara Saudi Arabia’s first fintech unicorn) - **Key Metric**: Total funding raised = $2.107 billion (includes equity and lines of credit; latest round was a Line of Credit - II of $1.4B about 9 months ago) - **Notable Investors/Partners**: Sanabil Investments (wholly owned by PIF), SNB Capital, Checkout.com, Goldman Sachs, Citi Alternative Investments, Apollo Global Management, W2 Investments, Shorooq Partners (22+ investors total). Key merchant partners: SHEIN, Jarir, noon, IKEA, Amazon. - **Growth Signals**: Serves millions of users across Saudi Arabia, UAE, and Bahrain; expanding globally with offices in Riyadh, Dubai, Cairo, Vietnam, India, Germany, and remote; strong headcount growth visible in open roles across engineering, data, risk, product, and care. ## Competitive Advantages - **First-mover & unicorn status** in Saudi Arabia’s fintech space. - **100% Sharia-compliant** certification by Shariyah Review Bureau – a key differentiator in the region. - **Strong backing** from PIF-linked investors and global financial institutions. - **Deep merchant integrations** with top regional and global brands (SHEIN, IKEA, Amazon, etc.). - **Customer-centric super-app vision** combining payments, shopping, and banking in one platform. ## Strategic Focus - Build the most comprehensive financial super-app in the GCC, expanding product offerings beyond BNPL (e.g., banking, credit). - Scale across the region (already in Saudi, UAE, Bahrain) and enter new markets. - Invest in data, AI, and engineering talent to enhance risk management, personalization, and customer experience. - Maintain Sharia compliance while innovating payment flexibility. ## Why Work Here - **Culture highlights**: “Customer Obsessed”, “Ownership”, “Resilience”, “Curiosity”, “One Team, One Mission” – strong emphasis on trust, simplicity, and being “everywhere people need us.” - **Work policy**: Hybrid/remote options available – offices in Saudi Arabia, UAE, Egypt, Vietnam, India, Germany, plus fully remote roles (per Greenhouse careers page). - **Notable perks/engineering culture**: “We hire for human qualities, not just skills”; focus on continuous learning, data-informed decision-making, and building scalable systems; global team with diverse backgrounds; roles in engineering (backend, Flutter, QA), data science, risk, product design, and more. - **Growth opportunity**: As a fast-growing unicorn, employees can have high impact and career acceleration. ## Sources 1. [Greenhouse – Jobs at Tamara](https://job-boards.eu.greenhouse.io/tamara) 2. [Tamara – Life at Tamara](https://tamara.co/en-kw/life-at-tamara) 3. [CB Insights – Tamara Profile](https://www.cbinsights.com/company/tamara) 4. [Tamara Docs – Introduction to Tamara](https://docs.tamara.co/docs/introduction-to-tamara) 5. [Tamara Careers Page](https://tamara.co/en-sa/careers) ## Other roles at Tamara - [Head of Anti-Money Laundering (AML) - Saudi National](https://feeny.ai/job/head-of-anti-money-laundering-aml-saudi-national-tamara-riyadh-92ha4xeecaaz) — Riyadh, Saudi Arabia - [People Business Partner](https://feeny.ai/job/people-business-partner-tamara-riyadh-q3jnh0p1j031) — Riyadh, Saudi Arabia - [Public Engagement Lead](https://feeny.ai/job/public-engagement-lead-tamara-riyadh-1aq44577v06t) — Riyadh, Saudi Arabia - [Data Governance Lead](https://feeny.ai/job/data-governance-lead-tamara-riyadh-tp7bt1398rqf) — Riyadh, Saudi Arabia - [Customer Care Manager - UAE](https://feeny.ai/job/customer-care-manager-uae-tamara-cairo-ng0n39p5aqaq) — Cairo, Egypt - [People Operations Senior Associate](https://feeny.ai/job/people-operations-senior-associate-tamara-cairo-885465rvzj8c) — Cairo, Egypt - [Real-Time Analyst (RTA)](https://feeny.ai/job/real-time-analyst-rta-tamara-riyadh-gkgzm74s0q9d) — Riyadh, Saudi Arabia - [Money Laundering Reporting Officer](https://feeny.ai/job/money-laundering-reporting-officer-tamara-dubai-m8fv5aevfqnx) — Dubai, United Arab Emirates - [Collections Operations Lead](https://feeny.ai/job/collections-operations-lead-tamara-dubai-4n3hyw14j6rj) — Dubai, United Arab Emirates - [CRM Specialist](https://feeny.ai/job/crm-specialist-tamara-dubai-g8ymxvzgrraw) — Dubai, United Arab Emirates