أخصائي ضمان الجودة

We are looking for a Commercial Quality Assurance Specialist to serve as the quality assurance and operational control line within the Commercial Sector. You will verify that every commercial process runs according to approved policies and procedures and through the company's official systems.

Your scope covers the full customer journey: from marketing campaigns and lead generation, through lead capture, distribution, first contact, qualification, follow-up, booking, closing and contracting, to collection and after-sales service.

You will work to ensure a high standard of data quality, service quality, compliance and customer experience, while detecting deviations, analyzing their root causes, requesting corrective actions and following up until they are closed.

Key Responsibilities

• CRM & Data Quality (Bitrix CRM)
• Review CRM usage across all stages of the customer journey and ensure 100% of commercial activity is recorded in the system
• Detect sales or follow-up activity happening outside the system and escalate it as a critical violation
• Verify that digital channels are fully integrated with the CRM and reconcile lead counts to catch any leakage
• Check data completeness, mandatory fields, lead source attribution, duplicate leads, lead aging and untouched leads
• Review lead status updates, opportunity stages, lost lead reasons and closed deals against supporting documents
• Verify that all calls and activities are logged in Call Manager and linked to the customer record
• Review lead assignment for fairness and compliance with distribution rules, and monitor SLA adherence for first contact, follow-up and closing

Call Quality Monitoring

• Listen to representative samples of sales, customer service and collection calls
• Apply the approved call quality scorecard and calculate scores
• Flag inaccurate information or unapproved promises as critical violations
• Detect unrecorded calls or communication through personal channels outside the system
• Prepare coaching findings for each employee and recommend training based on recurring patterns
• Comply with listening and privacy policies at all times

Marketing Quality

• Assess lead quality by campaign and channel, and track cost per lead (CPL) and conversion rates from lead to qualified lead to sale
• Identify campaigns generating low-quality leads and analyze the causes
• Verify that marketing materials match approved project information, prices, features and licenses
• Flag unapproved content immediately and issue periodic channel and campaign quality reports

Sales Quality

• Measure first-contact speed, contact attempts and follow-up discipline
• Review lead qualification quality and confirm offers match the approved price list
• Verify that discounts and exceptions have the required approvals
• Review bookings, contracts (completeness, signatures, attachments) and closing documentation
• Analyze booking cancellations, conversion rates and lost opportunities
• Identify deals that do not meet commercial policy and escalate them before approval

Customer Care Quality

• Measure response speed, accuracy and completeness across all touchpoints
• Review complaint handling, closure times, reopen rates and escalation compliance
• Analyze customer satisfaction results and low ratings
• Evaluate the customer experience and report experience gaps
• Detect cases handled outside the system or without documentation

Collection Quality

• Verify installment data, payment plans and due dates against contracts
• Review pre- and post-due follow-up, overdue accounts, aging and promise-to-pay fulfillment
• Check that collection procedures and communication standards are followed and late cases are escalated properly
• Report any discrepancies with financial records to the Finance department

Customer File Quality

• Verify completeness of customer and deal files: identification, booking documents, contracts, approvals, pricing and discounts, payment proofs, payment plans and system data

Indirect Sales & Commission Quality

• Verify that broker leads are registered through the official channel with correct attribution
• Prevent lead duplication between direct and indirect channels and report disputes
• Verify commission data (deal owner, lead source, sales channel, key dates, eligibility conditions, cancellations, duplicate claims) before approval or payout
• Review broker compliance with channel policies and document exceptions

Vendor Performance Quality

• Review vendor and agency compliance with contracts and service levels
• Evaluate deliverable quality, measure lead quality from agencies and prepare periodic vendor scorecards
• Support renewal or replacement decisions with documented performance reports

Reporting & Dashboard

• Issue weekly exception reports, monthly quality dashboards, call quality, channel and campaign, commission verification and corrective action reports, and a comprehensive quarterly report with trends, root causes and recommendations

Technical Skills

• Data analysis and reporting
• Advanced Excel
• Power BI dashboards
• CRM systems and customer journey understanding
• Call monitoring and scorecard application
• Process auditing
• Root cause analysis
• Executive report writing
• Data quality controls
• Real estate sales cycle and contracts
• Collection and commission cycles
• Data privacy fundamentals

Behavioral Competencies

• Attention to detail
• Analytical thinking
• Objectivity
• Integrity
• Professional assertiveness
• Effective communication
• Problem solving
• Process orientation
• Customer focus
• Time and priority management

Qualifications & Experience

• Bachelor's degree in business administration, Marketing, Management Information Systems, Quality, or a related field
• 2 to 4 years of experience in commercial operations, sales, customer service or quality
• Hands-on experience with CRM systems and a full understanding of the lead and customer journey
• Fluency in Arabic and good command of English
• Experience in a CRM environment, real estate, call monitoring and commercial data analysis
• Experience in collections, commissions or broker channels, and building performance dashboards
• Certification in Quality or process improvement (Six Sigma Yellow/Green Belt), COPC or data analysis
• Certification in Customer Experience (CX) or in the CRM system used