Digital Quality Assurance Agent

2 weeks ago


Dubai, United Arab Emirates Kitopi Full time

Kitopi is the region's leading creator and partner for magical food experiences. With a purpose to satisfy the world’s appetite to create joy, Kitopi operates a portfolio of both invested and franchised F&B brands, serving as enablers in the food market by helping brands to grow and scale, both in the delivery and dine-in space.

Launched in Dubai, UAE in January 2018, Kitopi has grown to become one of the greatest success stories in the cloud kitchen and food tech space. In July 2021, Kitopi announced its $415 million Series C funding round, led by the world’s largest technology-focused investment fund, Softbank Group Corp’s Vision Fund 2. This investment catapulted Kitopi to the prestigious Unicorn status, making it the fastest Unicorn to have emerged from the MENA region.

With over 6,000 employees, Kitopi currently operates 200+ locations across the UAE, KSA, Kuwait, Bahrain, and Qatar. It operates its global Customer Experience Center in Dubai, UAE, its Engineering Hub in Krakow, Poland, and its Robotics Hub in Odense, Denmark.

**What You'll Do**:

- Monitor customer service performance on the agent and team levels.
- Assess support interactions based on internal standards.
- Report the support team’s performance to the Team Leader.
- Evaluate CX agents on a regular basis to identify areas of improvement and knowledge gaps.
- Identify training gaps and suggest training solutions to fill them.
- Prepare weekly reports on the CS agents’ performance.
- Provide feedback and coaching about case handling to the agents and point out opportunities for improvement.
- Accompany evaluations with meaningful and constructive feedback.
- Deep dive into the operational procedures to identify opportunities to up-skill the CX team performance.

**What Are We Looking For?**:

- Bilingual in Arabic and English.
- Excellent communication skills
- 3+ experience in customer service and quality assurance roles.
- Experience in monitoring and reviewing digital customer support interactions.
- Strong analytical and reporting skills.
- Capable of evaluating and coaching CX agents.
- Identify training gaps and deliver solutions.
- Problem-solving and critical thinking abilities.
- Excellent time management and organization skills.

**Recruitment Process and Timeline**

**Benefits**
- Extensive learning opportunities - we offer many hard and soft skills training to help you improve and challenge yourself
- You'll be involved in customized workshops run by Kitopi Academy
- You’ll have a chance to work in an international, diverse, and inclusive environment
- You’ll be part of one of the most caring communities out there.
- Finding a chance to become a shareowner with our ESOP plan (**T&C Applies**)
- Free and unlimited access to a nutritionist because we care about you
- No Dress Code (**T&C Applies**)
- Extended maternity and parental leave
- The infamous team activities and social events bursting with fun
- Inclusive Private Health Insurance
- Up to 50% discount from Kitopi brands
- Annual leave as per the company policy

**So, what does it really mean to work at Kitopi?**

We are constantly striving to make Kitopi the best place to work, by empowering you to be the best version of yourself every day. Our company values act as our guiding principles to help ensure that everyone feels safe, included, and like they truly belong.

Along with offices in all the markets we operate in, we also believe in a “work from anywhere” policy - you get to choose the environment you operate in because we believe this will help you deliver work you're proud of.

Customer-obsessed and tech-enabled, at Kitopi, we are a team of passionate humans who are on a mission together to satisfy the world’s appetite.



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