Operations Support & Quality Specialist

Job SummaryThe 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 SupportAct 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 MonitoringMonitor 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 & ComplianceConduct 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 & ReportingTrack 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 ImprovementIdentify operational gaps, inefficiencies, or recurring issues affecting performance.Recommend process improvements, operational guidelines, or training needs to enhance efficiency and service quality.

Bachelor’s degree in business administration, Information Systems, Logistics, or a related field.1–3 years of relevant experience in operations support, sales operations, customer support, or data analysis roles.Strong analytical and problem-solving skills with the ability to interpret operational data and identify trends.Proficiency in Microsoft Excel (data analysis, reporting, pivot tables, and formulas).Experience with Power BI or other data visualization tools is preferred.Experience using CRM systems or operational platforms for customer or sales data management is an advantage.Strong communication and coordination skills to support cross-functional teams and field operations.High attention to detail and ability to manage multiple tasks in a fast-paced environment