CRM Quality Control Specialist

About the role

This role is responsible for keeping CRM data accurate, complete and timely, and for testing CRM changes before they go live. It covers audit, testing, reporting and shift-based monitoring of the CRM system.

Key responsibilities

• Audit CRM records every shift for accuracy, completeness and timeliness, including leads, contacts, accounts, visits and service records.
• Find and correct duplicate, missing or inconsistent data, and trace each error back to its source.
• Check that records follow approved data entry standards and mandatory field rules.
• Verify that automations such as lead conversion, record assignment and notifications run correctly.
• Test new modules, fields, workflows and custom functions before release, and retest after every fix.
• Write and maintain test cases and checklists, and run regression checks after each release.
• Confirm that data moving between the CRM and connected systems arrives complete and correct.
• Log defects with clear steps, evidence and severity, escalate critical issues immediately, and prepare daily and weekly quality reports.
• Recommend validation rules, layout changes or user training to prevent repeat errors.
• Monitor the CRM in real time during the shift, guide users on correct data entry, write a handover note, and handle customer data in line with confidentiality and data protection policies.

Required profile

• Bachelor's degree in Computer Science (mandatory).
• 1 to 3 years of experience in CRM quality control, software testing, data quality or CRM administration.
• Hands-on experience with a CRM platform, with Zoho CRM preferred.
• Software testing certificate such as ISTQB Foundation Level, or a CRM administration certificate, is an advantage.
• Clear written and spoken communication in Arabic and English.
• Ability to work independently, including on evening, night and weekend shifts.

Required skills

• Solid understanding of CRM structure: modules, fields, layouts, validation rules, workflows and user roles.
• Test cases, functional and regression testing, and defect tracking.
• Data analysis with advanced Excel or Google Sheets, basic SQL, and CRM reports and dashboards.
• Ability to read automation scripts; knowledge of Deluge is an advantage.
• Basic understanding of APIs and system integrations.