Quality Assurance Specialist

Key Responsibilities:

• Monitor and evaluate inbound and outbound calls to ensure compliance with company policies, procedures, and quality standards.
• Maintain and update quality assurance scorecards and documentation.
• Identify trends in agent performance and provide actionable insights to management.
• Collaborate with training and operations teams to improve agent knowledge and performance.
• Ensure adherence to regulatory and customer service standards (e.g., data privacy, confidentiality).
• Generate daily, weekly, and monthly QA reports and dashboards.

Requirements:

• Bachelor’s degree in Business Administration, Communications, or a related field.
• 2–4 years of experience in a quality assurance, or call center roles, preferably in a call center or BPO environment.
• Strong understanding of call center metrics and quality standards.
• Strong verbal and written communication skills (Arabic and English preferred).
• Ability to provide constructive feedback and manage multiple tasks under tight deadlines.
• A team player with strong interpersonal and coaching skills.