Operations Support & Quality Specialist

Job Summary

• The Operations Support & Quality Specialist serves as the first line of support for system users, including sales representatives, supervisors, warehouse keepers, and call center agents. The role is responsible for ensuring smooth daily operations by handling system-related requests, monitoring operational activities across governorates, and maintaining compliance with quality and service standards. The position also supports management through performance monitoring, data analysis, and reporting.

Key Responsibilities

1. Operational Support

• Act as the first-line support for all system users, providing timely assistance and resolving operational and system-related issues.
• Execute representatives’ operational requests on the system accurately and efficiently according to defined procedures.
• Coordinate with relevant teams to ensure smooth execution of daily operational activities.

2. Operations Monitoring

• Monitor delivery transactions and operational activities across different governorates.
• Follow up on communication channels and operational group messages to ensure timely issue resolution and operational continuity.
• Ensure adherence to operational procedures and service standards.

3. Quality Control & Compliance

• Conduct regular reviews and audits of operational transactions to ensure accuracy and compliance with company policies and quality standards.
• Identify deviations or operational errors and escalate them when necessary.

4. Performance Analysis & Reporting

• Track key operational and quality KPIs and analyze performance trends.
• Prepare and submit weekly and monthly performance reports to management.
• Provide insights and recommendations to support operational improvements.

5. Process Improvement

• Identify operational gaps, inefficiencies, or recurring issues affecting performance.
• Recommend process improvements, operational guidelines, or training needs to enhance efficiency and service quality.