主分类：客户服务
来源 JD 数据（旧分类保留，当前主分类见上方）
{
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"job": {
"job_title": "Quality Assurance Specialist",
"job_level": "未披露",AI生成
"work_category": "全职",AI生成
"department": "Keeta",
"location": "开罗",
"work_mode": "未披露",AI生成
"job_category": "销售、客服与支持类"AI生成
},
"company": {
"company_name": "美团",
"company_industry": "科技零售 / 生活服务",
"company_size": "10000人以上",
"company_website": "meituan.com",
"company_description": "美团通过科技推动服务零售和商品零售的数字化，连接消费者与商户。"
},
"compensation": {
"salary_range": {
"min": "",
"max": "",
"currency": "未披露",
"cycle": "未披露"
},
"benefits": "未披露"
},
"requirements": {
"working_years": 5,
"degree": "未披露",
"language": "Fluency in Arabic and English.",AI生成
"visa_support": "未披露",
"responsibilities": "- Lead the systematic monitoring and evaluation of agent interactions across email, chat, and voice channels, ensuring adherence to established quality standards, process requirements, and performance KPIs.\n\n-Oversee the end-to-end governance of quality metrics, including accuracy, fatal error rates, compliance scores, CSAT/DSAT drivers, and adoption performance.\n\n-Identify failures and potential risks; recommend and drive preventive and corrective actions with internal teams and vendor partners through structured governance routines.\n\n-Conduct detailed root-cause analyses on quality gaps, DSAT trends, and complaints to drive sustainable improvements in customer experience.\n\n-Manage and oversee the quality performance of all BPO/vendor partners to ensure consistent delivery aligned with CX, operational, and compliance standards.\n\n-Lead vendor performance reviews, quality-focused WBRs, calibration alignment, and post-audit accuracy assessments to ensure accountability and continuous improvement.\n\n-Drive vendor improvement initiatives focused on reducing errors, improving efficiency, enhancing compliance, and optimizing cost-to-serve.\n\n-Guide vendors in implementing action plans, ensuring adherence to governance structures, timelines, and performance expectations.\n\n-Lead internal and external calibrations, including DSAT-specific calibration sessions, ensuring aligned scoring, consistent interpretation of criteria, and evaluation accuracy.\n\n-Provide structured, objective feedback to agents and vendor teams, highlighting strengths, gaps, and developmental priorities.\n\n-Work closely with operations to support coaching strategies, floor readiness, and performance uplift initiatives.\n\n-Identify performance patterns and quality trends, proposing systemic improvements and process optimization opportunities.\n\n-Develop and present comprehensive reports on quality metrics, fatal error rates, DSAT insights, and agent/vendor performance trends.\n\n-Deliver actionable, data-driven recommendations to leadership and cross-functional stakeholders.\n\n-Track and document the progress of quality initiatives, ensuring timely execution and measurable impact.\n\n-Act as a subject matter expert on QA standards and customer experience best practices. Complete monthly login hours for handling live customer interactions",
"requirements_text": "-A minimum of 5 years of solid experience in Quality Assurance, ideally acquired in a team leader or supervisory capacity within a contact center or BPO setting, preferably within the food delivery or food services industry. \n-Demonstrated exposure to vendor quality performance and broader, higher-level quality oversight\n-Fluency in Arabic and English.\n-Strong understanding of QA methodologies, evaluation frameworks, and customer experience quality standards.\n-Prior experience evaluating email, chat, and voice interactions; ability to develop and enhance scorecards based on business needs.\n-Strong analytical capabilities with demonstrated experience in conducting root-cause analysis, preparing and delivering clear presentations, identifying systemic improvement opportunities, and generating comprehensive reporting.\n-Strong communication, stakeholder management, and vendor engagement skills.\n-Willingness to move as per client sites across EG.\n-Ability to work independently, prioritize effectively, and operate within a fast-paced, performance-driven environment. Ability to move to vendor sites as per business needs",
"skills": [AI生成
"质量保证",
"沟通能力"
],
"preferred_qualifications": "未披露",
"job_highlights": "Accelerated professional growth, Continuous learning culture, Purpose-Driven impact"
},
"contact": {
"recruiter_name": "未披露",
"contact_methods": [
{
"type": "apply_link",
"value": "https://zhaopin.meituan.com/web/position/detail?jobUnionId=4627118509&jobShareType=1"
}
]
},
"posting": {
"posting_id": "4627118509",
"post_date": "",
"hire_time": "未披露",
"update_date": "20260917",
"job_url": "https://zhaopin.meituan.com/web/position/detail?jobUnionId=4627118509&jobShareType=1"
},
"fulltext": "Quality Assurance Specialist\nQuality Assurance Specialist\n\n基础信息\n工作地点：开罗\n部门：Keeta\n职位类别：销售、客服与支持类\n职位族群：客服\n更新时间：2026-08-12\n\n岗位职责\n- Lead the systematic monitoring and evaluation of agent interactions across email, chat, and voice channels, ensuring adherence to established quality standards, process requirements, and performance KPIs.\n\n-Oversee the end-to-end governance of quality metrics, including accuracy, fatal error rates, compliance scores, CSAT/DSAT drivers, and adoption performance.\n\n-Identify failures and potential risks; recommend and drive preventive and corrective actions with internal teams and vendor partners through structured governance routines.\n\n-Conduct detailed root-cause analyses on quality gaps, DSAT trends, and complaints to drive sustainable improvements in customer experience.\n\n-Manage and oversee the quality performance of all BPO/vendor partners to ensure consistent delivery aligned with CX, operational, and compliance standards.\n\n-Lead vendor performance reviews, quality-focused WBRs, calibration alignment, and post-audit accuracy assessments to ensure accountability and continuous improvement.\n\n-Drive vendor improvement initiatives focused on reducing errors, improving efficiency, enhancing compliance, and optimizing cost-to-serve.\n\n-Guide vendors in implementing action plans, ensuring adherence to governance structures, timelines, and performance expectations.\n\n-Lead internal and external calibrations, including DSAT-specific calibration sessions, ensuring aligned scoring, consistent interpretation of criteria, and evaluation accuracy.\n\n-Provide structured, objective feedback to agents and vendor teams, highlighting strengths, gaps, and developmental priorities.\n\n-Work closely with operations to support coaching strategies, floor readiness, and performance uplift initiatives.\n\n-Identify performance patterns and quality trends, proposing systemic improvements and process optimization opportunities.\n\n-Develop and present comprehensive reports on quality metrics, fatal error rates, DSAT insights, and agent/vendor performance trends.\n\n-Deliver actionable, data-driven recommendations to leadership and cross-functional stakeholders.\n\n-Track and document the progress of quality initiatives, ensuring timely execution and measurable impact.\n\n-Act as a subject matter expert on QA standards and customer experience best practices. Complete monthly login hours for handling live customer interactions\n\n岗位基本要求\n-A minimum of 5 years of solid experience in Quality Assurance, ideally acquired in a team leader or supervisory capacity within a contact center or BPO setting, preferably within the food delivery or food services industry. \n-Demonstrated exposure to vendor quality performance and broader, higher-level quality oversight\n-Fluency in Arabic and English.\n-Strong understanding of QA methodologies, evaluation frameworks, and customer experience quality standards.\n-Prior experience evaluating email, chat, and voice interactions; ability to develop and enhance scorecards based on business needs.\n-Strong analytical capabilities with demonstrated experience in conducting root-cause analysis, preparing and delivering clear presentations, identifying systemic improvement opportunities, and generating comprehensive reporting.\n-Strong communication, stakeholder management, and vendor engagement skills.\n-Willingness to move as per client sites across EG.\n-Ability to work independently, prioritize effectively, and operate within a fast-paced, performance-driven environment. Ability to move to vendor sites as per business needs\n\n岗位亮点\nAccelerated professional growth, Continuous learning culture, Purpose-Driven impact\n- Lead the systematic monitoring and evaluation of agent interactions across email, chat, and voice channels, ensuring adherence to established quality standards, process requirements, and performance KPIs.\n\n-Oversee the end-to-end governance of quality metrics, including accuracy, fatal error rates, compliance scores, CSAT/DSAT drivers, and adoption performance.\n\n-Identify failures and potential risks; recommend and drive preventive and corrective actions with internal teams and vendor partners through structured governance routines.\n\n-Conduct detailed root-cause analyses on quality gaps, DSAT trends, and complaints to drive sustainable improvements in customer experience.\n\n-Manage and oversee the quality performance of all BPO/vendor partners to ensure consistent delivery aligned with CX, operational, and compliance standards.\n\n-Lead vendor performance reviews, quality-focused WBRs, calibration alignment, and post-audit accuracy assessments to ensure accountability and continuous improvement.\n\n-Drive vendor improvement initiatives focused on reducing errors, improving efficiency, enhancing compliance, and optimizing cost-to-serve.\n\n-Guide vendors in implementing action plans, ensuring adherence to governance structures, timelines, and performance expectations.\n\n-Lead internal and external calibrations, including DSAT-specific calibration sessions, ensuring aligned scoring, consistent interpretation of criteria, and evaluation accuracy.\n\n-Provide structured, objective feedback to agents and vendor teams, highlighting strengths, gaps, and developmental priorities.\n\n-Work closely with operations to support coaching strategies, floor readiness, and performance uplift initiatives.\n\n-Identify performance patterns and quality trends, proposing systemic improvements and process optimization opportunities.\n\n-Develop and present comprehensive reports on quality metrics, fatal error rates, DSAT insights, and agent/vendor performance trends.\n\n-Deliver actionable, data-driven recommendations to leadership and cross-functional stakeholders.\n\n-Track and document the progress of quality initiatives, ensuring timely execution and measurable impact.\n\n-Act as a subject matter expert on QA standards and customer experience best practices. Complete monthly login hours for handling live customer interactions\n-A minimum of 5 years of solid experience in Quality Assurance, ideally acquired in a team leader or supervisory capacity within a contact center or BPO setting, preferably within the food delivery or food services industry. \n-Demonstrated exposure to vendor quality performance and broader, higher-level quality oversight\n-Fluency in Arabic and English.\n-Strong understanding of QA methodologies, evaluation frameworks, and customer experience quality standards.\n-Prior experience evaluating email, chat, and voice interactions; ability to develop and enhance scorecards based on business needs.\n-Strong analytical capabilities with demonstrated experience in conducting root-cause analysis, preparing and delivering clear presentations, identifying systemic improvement opportunities, and generating comprehensive reporting.\n-Strong communication, stakeholder management, and vendor engagement skills.\n-Willingness to move as per client sites across EG.\n-Ability to work independently, prioritize effectively, and operate within a fast-paced, performance-driven environment. Ability to move to vendor sites as per business needs",
"standard_classification": {
"std_category_code": "B023",
"std_aux_codes": [],
"std_category_status": null,
"std_taxonomy_version": "20261104"
}
}