Quality Analyst – Customer Service (Gaming)

About the Company

Intelcia is a global outsourcing company that has been supporting clients for over 20 years by combining talent, technology, and process excellence to deliver tailor-made solutions that meet international standards. With operations across multiple regions and more than 35,000 employees in 85 centers worldwide, Intelcia aims to be among the top 10 global outsourcing providers by 2025.

About the Role

We are looking for a skilled Quality Analyst (with Gaming experience) to join our team. The role is responsible for monitoring customer interactions within the gaming industry to ensure compliance with Intelcia and client standards, identifying improvement areas, and providing constructive feedback to enhance both service quality and player satisfaction.

Key Responsibilities

• Monitor customer interactions to ensure compliance with client and company quality standards.
• Conduct performance evaluations and share feedback to support agent development.
• Meet observation and feedback targets as per client and internal requirements.
• Collect and analyze data to identify recurring issues and improvement opportunities.
• Participate in call calibration sessions to ensure consistent evaluation standards.
• Report any suspicious or inappropriate behavior observed during monitoring.

Qualifications

• Excellent command of English and Arabic (written and spoken).
• Minimum 6 months of experience as a Quality Analyst within a BPO environment; gaming account experience is preferred.
• Strong analytical skills with proficiency in MS Office.
• Excellent communication and feedback delivery skills.
• Customer-focused mindset and strong attention to detail.