Quality & Operation Manager

Responsibilities

• Lead the QA function across Akeed Care, Customer Success, and Onboarding
• Design and implement QA frameworks, scorecards, and evaluation criteria
• Monitor customer interactions across calls, chat, email, and in-app channels
• Build and maintain operational dashboards for SLA, CSAT, and resolution metrics
• Identify operational gaps and drive continuous process improvement initiatives
• Design structured training programs and onboarding curricula based on QA insights
• Coach team leads on quality standards, communication, and tone
• Partner with function heads to align on quality priorities and operational health

Requirements

• 5+ years of experience in Quality, Operations, or Customer Experience roles
• Proven experience managing cross-functional teams or initiatives
• Strong analytical, problem-solving, and reporting skills
• Experience with CRM systems and QA tools
• Strong leadership and stakeholder management abilities
• Ability to thrive in a fast-paced, high-growth environment
• Process-oriented mindset with strong attention to detail

About the Company

FlyAkeed is an online platform that helps people book flights and hotels easily. Based in Riyadh, Saudi Arabia, our travel solution simplifies the process of planning and handling work-related travel. FlyAkeed is a Series A company supported by Sanabil Investments, Elm, Artal Capital, and Alrajhi Partners.