Quality Assurance Specialist

• Listen to and review daily calls to ensure compliance with company standards and quality guidelines.
• Develop and maintain call evaluation forms and metrics (e.g., tone, enthusiasm, accuracy of information, adherence to script).
• Identify strengths and areas for improvement in agents’ communication.
• Ensure consistency in delivering key messages (offers, campaigns).
• Provide detailed reports and feedback to team leaders and agents.
• Highlight areas where agents need to improve and suggest practical recommendations.
• Work closely with the sales and operations teams to ensure alignment on performance goals.
• Recommend innovative methods and tools to improve the call monitoring process.
• Track and analyze KPIs (e.g., conversion rates, response quality, call handling time).
• Evaluate the impact of call quality on overall sales performance.
• Ensure agents are equipped with updated resources and guidelines for customer interaction.
• Generate insights to support management decisions regarding sales strategy and customer engagement.
• Support agents in developing better communication skills to improve customer satisfaction.

Requirements:

• Bachelor’s degree in Business Administration, Marketing, or related field.
• 2+years of experience in Quality Assurance, Call Center Supervision, or Customer Service (preferred in sales-driven environments).
• Strong analytical and problem-solving skills.
• Excellent listening and evaluation skills.
• Ability to provide constructive feedback and coaching.
• Proficiency in Microsoft Excel, Google Sheets, or BI tools for analytics and reporting.
• Strong communication skills (both Arabic & English).