Customer Experience

Quality Supervisor

Work Type: Full Time
Thndr was founded with the dream to democratize access to investing through smart tech and human design, which is just a fancy way of saying giving anyone with a smartphone easy access to preserve and grow their wealth. At the same time, we’re promoting local investment products to propel the economies that we serve

History has shown that investing is the single greatest way to build long term wealth - but before Thndr, only a very small percentage of people had access to investing due to:

  • High barriers to entry - In the form of minimum account balances, brick and mortar onboarding and low financial literacy.
  • Irrelevant experience - Catered towards traders and financial experts, therefore alienating the majority of the population.
  • Fragmented offering - Investment products are not gathered in a single outlet.
On our short journey we’ve validated that there is a need for our solution, as illustrated by these key figures:

  • 3 million app downloads
  • $8.8bn in annualized traded value
  • #1 platform in terms of traded value
  • 84% of our users are investing for the first time
  • 65% of our users come from outside of capital cities and have previously had limited access to financial institutions
We’re proud of how far we’ve come and the size of our impact in just a few years - but we’re just getting started and are excited for what’s to come.

It’ll take a lot of passion, bold risks, and hard work to fulfill our mission of democratizing investing in MENA and giving everyone an equal opportunity to generate and grow their wealth.

About The Role

We're looking for someone to oversee the Quality Team. This role is focused on coaching & mentoring the team based on quality audits, as well as preparing weekly reports to CX leadership.

What You'll Do

  • Ensure quality team is meeting KPIs.
  • Spearhead new content & learning and development material required for the team.
  • Recommend knowledge base enhancements based on quality feedback.
  • Coach and mentor CX Representatives based on quality feedback. 
  • Build and maintain one source of truth for all representative information. 
  • Handle any disputes over quality scores. 
  • Investigate escalated cases to determine what went wrong and how our processes can be improved. 
  • Generate weekly quality reports to be shared with CX leadership.

What You'll Need

  • Proficient knowledge of customer service, and standard office practices and procedures.
  • Experience managing a team (preferably within quality field).
  • Excellent written and verbal communication skills, in English and Arabic.
  • Excel/google sheets proficiency. 
  • Customer orientation and ability to adapt/respond to different types of characters.
  • Quick and enthusiastic learner.
  • Excellent prioritization and time management skills.
  • Adaptability and accountability.
  • Finance background is a plus.
  • Uncompromising integrity and strong dedication to professionalism.
  • Strong sense of ownership and responsibility.
At Thndr, we’re looking for people invigorated by our mission, not just those who simply check off all the boxes. We’re looking for people that are hungry to become agents of change and who understand the huge responsibility associated with dealing with people’s money.

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