Quality Assurance & Training Officer

Company Description

CsMena is a leading provider of communication management and outsourcing services. Specializing in business process outsourcing and call center outsourcing, we serve clients across the Middle East, Gulf countries, and Europe. Our team consists of multilingual professionals skilled in delivering high-quality services through phone, web, email, chat, and social media. Catering to various industries such as E-commerce, healthcare, telecommunications, and hospitality, we are committed to excellent customer service and long-lasting client partnerships. CsMena adheres to robust quality standards and has earned certifications like COPC 2000, ISO 9001, and ISO 27001.

Job Summary

CsMena is seeking a Quality Assurance & Training Officer to join our growing team in Riyadh, Saudi Arabia. This is a full-time, on-site role responsible for monitoring service quality, analyzing performance trends, and supporting continuous improvement through quality assurance and training initiatives.

Key Responsibilities

• Performs call monitoring and provides trend data, quality reports, and feedback to direct QA supervisor.
• Reviews email responses to Members and provides trend data, quality reports, and feedback to QA supervisor.
• Participates in design of call / email monitoring formats and quality standards.
• Uses quality monitoring data management system to compile and track performance at team and individual level.
• Participates in Member listening programs to identify customer needs and expectations.
• Provides actionable data to various internal support groups as needed.
• Coordinates and facilitates call calibration sessions for call center staff.

Occupational Experience & Education Requirements

• 3-5 years Call Center Experience.
• Proven experience as a Quality assurance & training in Customer Service field.
• Outstanding customer service skills and dedication to providing exceptional customer care.
• Must be self-motivator and self-starter.
• Focus on quality and customer service.
• Exceptional listening and analytical skills.
• Solid time management skills.
• Must be able to effectively deal with people at all levels inside and outside of the Company.
• Creative ability & writing proficiency.
• Ability to multitask and successfully operate in a fast paced, team environment.
• Must adapt well to change and successfully set and adjust priorities as needed.
• Must be proficient with Microsoft Office

Knowledge, Skills & Attributes

• Excellent listening, verbal, written, and interpersonal communication skills
• Keen attention to detail
• Good judgment and decision-making capabilitiesAn effective time manager who can perform in a fast paced, deadline oriented environment.
• Knowledge of Microsoft Office Suite Products
• Ability to organize, prioritize, adapt to change, and work in a fast paced environment.