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Job Description
Roles & Responsibilities
Monitor and evaluate customer interactions to ensure compliance with quality standards and provide constructive feedback to team members.
- Deliver onboarding and continuous training programs, including coaching sessions and workshops, to enhance team performance.
- Supervise post-sales services such as customer onboarding, renewals, and communication quality to ensure a seamless customer experience.
- Ensure training materials and content reflect product updates, process improvements, and customer service best practices.
- Conduct User Acceptance Testing (UAT) for new product releases and provide structured feedback to the product team.
- Develop a deep understanding of Foodics products and translate knowledge into effective training and customer support.
- Analyze performance data and customer feedback to identify trends, gaps, and opportunities for improvement.
- Collaborate with cross-functional teams (Product, Sales, Customer Success, etc.) to align QA, training, and customer lifecycle activities.
- Prepare and deliver regular performance and quality reports, highlighting key findings and improvement actions.
- Adapt quality and training practices to evolving business needs, ensuring flexibility and timely execution.
- Demonstrate strong emotional intelligence when dealing with team members, agents, cross-functional departments, and management to build trust and foster collaboration.
- Proactively identify issues, suggest improvements, and implement solutions without waiting for direct instructions.
Desired Candidate Profile
Minimum 1 2 years of experience in quality assurance, training, or customer experience within a service-oriented environment or any related field.
- Bachelor s degree in Business Administration, Engineering, Quality Management, or other relevant fields.
- Strong training, facilitation, and coaching skills with the ability to engage diverse learners.
- Excellent written and spoken communication skills in both Arabic and English.
- Analytical mindset with the ability to interpret data and provide actionable insights.
- Knowledge of quality frameworks, customer service processes, and process optimization.
- Strong Microsoft Office skills (Excel, Word, PowerPoint).
- Experience with SaaS products (especially F&B sector) is a strong plus.
Company Industry
- IT - Software Services
Department / Functional Area
- Training
- Learning
Keywords
- Quality Assurance And Training Officer
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Foodics
We Are Foodics! a leading restaurant management ecosystem and payment tech provider. Founded in 2014 with headquarter in Riyadh and offices across 5 countries, including UAE, Egypt, Jordan and Kuwait. We are currently serving customers and partners in over 35 different countries worldwide. Our innovative products have successfully processed over 6 billion (yes, billion with a B) orders so far! making Foodics one of the most rapidly evolving SaaS companies to ever emerge from the MENA region. Also Foodics has achieved three rounds of funding, with the latest raising $170 million in the largest SaaS funding round in MENA, boosting its innovation capabilities to better serve business owners.