Call Center Quality Assurace Officer

Company Description

CsMena is a premier provider of communication management services and solutions, established in 2018 and operating out of Jordan. With a focus on delivering exceptional outsourcing services, the company has prioritized staff training to meet the highest industry standards. Serving clients across the Middle East, Europe, and the Gulf Countries, CsMena specializes in business process and call center outsourcing, working with startups, SMEs, and large enterprises across sectors such as e-commerce, healthcare, telecommunications, and hospitality. Utilizing diverse communication channels like email, chat, phone, web, and social media, CsMena ensures superior client and customer experiences. The company is ISO® 9001, ISO® 27001, and COPC® 2000 certified, reflecting its commitment to quality and information security.

Role Description

The Call Center Quality Assurance Officer will be responsible for monitoring, evaluating, and improving customer interactions to ensure adherence to quality standards and client requirements. Main duties include analyzing call recordings, reporting performance metrics, providing constructive feedback to call center agents, and recommending methods for service enhancement. The role also involves collaborating with management to align quality procedures with business objectives. This is a full-time , on-site position located in Riyadh.

Qualifications

• 1–3 years of experience in Quality Assurance within a call center environment (mandatory).
• Intermediate (B1) level of English or higher, with the ability to communicate effectively in a professional environment.
• Strong Analytical Skills to assess data and identify areas for operational enhancement.
• Proficiency in Quality Management to maintain and implement best practices and ensure compliance with industry standards.
• Exceptional Communication skills to deliver clear, actionable feedback to call center agents and collaborate with teams effectively.
• Familiarity with performance assessment tools and reports is a plus.
• Bachelor’s degree in Business Management, Quality Management, or a related field is desirable.