美团(meituan)招聘Senior Specialist-Quality Assurance and Training
招聘职位：
Senior Specialist-Quality Assurance and Training 搜索同类职位
部门介绍：
Keeta是全球领先外卖平台美团旗下的独立品牌，肩负着“帮大家吃得更好，生活更好”的使命。依托美团深耕中国市场15年的技术与运营积淀，我们正引领全球餐饮与商品即时配送服务的创新与发展。
自2023年成立以来，Keeta始终扎根社区并创造价值。我们为用户提供可靠的外卖体验，以智慧技术助餐厅提升经营效率，在为骑手拓宽收入来源的同时，也充分提供安全保障措施。基于这份多方共赢、共同成长的理念，我们的业务已从中国香港稳步拓展至中东及巴西，并持续向世界迈进。
岗位职责：
As the Quality & Training Manager, you will oversee both the quality assurance framework and the training & development ecosystem for Keeta's offshore customer service operations. You will drive service excellence, continuously elevate team capabilities, and champion a multicultural, multilingual customer experience standard.
【Quality Management】
Systematically monitor and evaluate agent interactions across email, chat, and voice channels against established quality standards and KPIs
Identify quality risks and failures, design corrective and preventive action plans, and communicate findings to the team and management
Conduct root cause analysis on errors and complaints, and collaborate with cross-functional teams to implement systemic improvements
Analyze DSAT and complaint data to identify trends and drive process optimization
Lead calibration sessions to ensure consistent quality standards across all teams
【Training & Development】
Design and develop comprehensive training materials, course agendas, facilitator guides, and interactive content tailored to GCC market customer service operations
Lead end-to-end training needs analysis, drawing insights from performance data, audits, and agent feedback to identify skill and knowledge gaps
Deliver onboarding, upskilling, process update, and product knowledge training sessions to new hires and existing staff
Adapt delivery style and content for diverse multilingual and multicultural audiences to maximize comprehension and engagement
Establish and manage the training certification process, ensuring only certified agents go live
【Team Leadership & Collaboration】
Lead the Quality & Training team, setting work plans, assigning tasks, and coaching team members' growth
Collaborate closely with BPO training teams to monitor and ensure training quality and consistency across all sites
Identify operational pain points through floor walks, call listening, and coaching activities; develop targeted training solutions
Regularly report to management on quality metrics, training effectiveness, agent performance trends, and CSAT scores
Champion a culture of quality, accountability, and continuous improvement within the customer service function
任职要求：
Bachelor's degree or above
4+ years of experience in quality assurance and/or training roles, with at least 1 year of team management experience; contact center / BPO background preferred
Fluency in Urdu and English is mandatory; proficiency in other Pakistani dialects (e.g., Punjabi, Sindhi, Pashto) is a strong advantage; Arabic proficiency is preferred
Strong command of QA methodologies and customer service best practices
Advanced skills in instructional design, data analysis, and report writing
Familiarity with quality monitoring tools, CRM systems, and reporting platforms
Excellent communication and interpersonal skills with the ability to deliver constructive feedback across cultures and levels
Current residents of Dubai are strongly preferred; flexibility to travel within GCC and other regions as required
岗位亮点：
Be part of something bigger — join Keeta and help shape the foundation of our offshore strategic operations.
You'll have the rare opportunity to build a world-class quality and training system from the ground up, collaborate with top-tier talent from around the globe, and directly influence the customer experience and business growth trajectory. We offer significant professional growth opportunities within a fast-expanding global organization.
Keeta是全球领先外卖平台美团旗下的独立品牌，肩负着“帮大家吃得更好，生活更好”的使命。依托美团深耕中国市场15年的技术与运营积淀，我们正引领全球餐饮与商品即时配送服务的创新与发展。
自2023年成立以来，Keeta始终扎根社区并创造价值。我们为用户提供可靠的外卖体验，以智慧技术助餐厅提升经营效率，在为骑手拓宽收入来源的同时，也充分提供安全保障措施。基于这份多方共赢、共同成长的理念，我们的业务已从中国香港稳步拓展至中东及巴西，并持续向世界迈进。
岗位职责：
As the Quality & Training Manager, you will oversee both the quality assurance framework and the training & development ecosystem for Keeta's offshore customer service operations. You will drive service excellence, continuously elevate team capabilities, and champion a multicultural, multilingual customer experience standard.
【Quality Management】
Systematically monitor and evaluate agent interactions across email, chat, and voice channels against established quality standards and KPIs
Identify quality risks and failures, design corrective and preventive action plans, and communicate findings to the team and management
Conduct root cause analysis on errors and complaints, and collaborate with cross-functional teams to implement systemic improvements
Analyze DSAT and complaint data to identify trends and drive process optimization
Lead calibration sessions to ensure consistent quality standards across all teams
【Training & Development】
Design and develop comprehensive training materials, course agendas, facilitator guides, and interactive content tailored to GCC market customer service operations
Lead end-to-end training needs analysis, drawing insights from performance data, audits, and agent feedback to identify skill and knowledge gaps
Deliver onboarding, upskilling, process update, and product knowledge training sessions to new hires and existing staff
Adapt delivery style and content for diverse multilingual and multicultural audiences to maximize comprehension and engagement
Establish and manage the training certification process, ensuring only certified agents go live
【Team Leadership & Collaboration】
Lead the Quality & Training team, setting work plans, assigning tasks, and coaching team members' growth
Collaborate closely with BPO training teams to monitor and ensure training quality and consistency across all sites
Identify operational pain points through floor walks, call listening, and coaching activities; develop targeted training solutions
Regularly report to management on quality metrics, training effectiveness, agent performance trends, and CSAT scores
Champion a culture of quality, accountability, and continuous improvement within the customer service function
任职要求：
Bachelor's degree or above
4+ years of experience in quality assurance and/or training roles, with at least 1 year of team management experience; contact center / BPO background preferred
Fluency in Urdu and English is mandatory; proficiency in other Pakistani dialects (e.g., Punjabi, Sindhi, Pashto) is a strong advantage; Arabic proficiency is preferred
Strong command of QA methodologies and customer service best practices
Advanced skills in instructional design, data analysis, and report writing
Familiarity with quality monitoring tools, CRM systems, and reporting platforms
Excellent communication and interpersonal skills with the ability to deliver constructive feedback across cultures and levels
Current residents of Dubai are strongly preferred; flexibility to travel within GCC and other regions as required
岗位亮点：
Be part of something bigger — join Keeta and help shape the foundation of our offshore strategic operations.
You'll have the rare opportunity to build a world-class quality and training system from the ground up, collaborate with top-tier talent from around the globe, and directly influence the customer experience and business growth trajectory. We offer significant professional growth opportunities within a fast-expanding global organization.
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