Quality & Operation Manager

About FlyAkeed

Highlights

• Current funding stage: Series A
• FlyAkeed is supported by: PIF subsidiary Sanabil Investments, Elm, Artal Capital, Alrajhi Partners
• **About the Role:**
• We're looking for a **Quality & Operations Manager** to join our Experience & Customer Growth department.
• This role owns quality assurance, operational excellence, and capability development across our three-core customer-facing functions: Akeed Care, Customer Success (Relations), and Onboarding.
• You will design and lead the quality framework that ensures every customer interaction — across calls, chat, and email — meets FlyAkeed standards of service, tone, operational efficiency, and resolution quality.
• In addition to quality governance, this role plays a key part in developing team capabilities, operational maturity, and scalable CX standards across the department.
• This role is the operational backbone of our customer-facing functions, ensuring consistency, accountability, continuous improvement, and scalability as we grow.

Quality Assurance & Standards

• Lead the QA function across Akeed Care, Customer Success (Relations), and Onboarding
• Design and implement QA frameworks, scorecards, and evaluation criteria for each function
• Monitor and evaluate customer interactions across all channels (calls, chat, email, in-app)
• Define and track quality KPIs aligned with each function's role in the customer journey
• Establish operational governance and quality standards across customer-facing teams

Operational Excellence

• Build and maintain operational dashboards covering SLA, resolution time, CSAT, FCR, and adoption metrics
• Identify operational gaps and bottlenecks; drive process improvements
• Ensure compliance with internal workflows, escalation paths, and service benchmarks
• Lead continuous improvement initiatives across CX-related processes
• Drive operational maturity and scalable process design across the department

Training & Capability Development

• Design and run structured training programs based on QA insights and recurring gaps
• Develop team capabilities and performance in alignment with expected quality standards
• Coach team leads and specialists on quality standards, customer handling, communication, and tone
• Develop onboarding curriculum for new hires across all three functions
• Build a scalable library of playbooks, SOPs, scripts, and reference material to ensure operational consistency at scale

Cross-Functional Collaboration

• Partner with function heads (Akeed Care, Relations, Onboarding) to align on quality priorities and operational improvements
• Collaborate with Digital Engagement on self-serve quality and content standards
• Report quality performance, operational health, and improvement initiatives to CX leadership on a recurring cadence

Requirements

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