customer quality specialist

Tabby | تابي

Overview <p>Customer Service Quality Specialist - KSA Residence at Tabby تابي. The ideal candidate will be fluent in Arabic and English, with a strong understanding of customer service principles and GCC cultural nuances. In this role, you will monitor, evaluate and improve the quality of our customer service interactions to ensure customer satisfaction and retention.</p> Key Responsibilities <ul><li>Monitor customer service interactions (voice, chat, emails) to ensure quality standards are met and exceeded.</li><li>Evaluate customer service performance using quality assurance metrics and provide feedback to agents and supervisors.</li><li>Develop customised learning plans and coach agents to enhance customer service skills and knowledge.</li><li>Analyze dissatisfied customer interactions to identify trends and opportunities for improvement.</li><li>Conduct research to identify best practices in customer service, and suggest continuous improvement practices.</li><li>Work closely with other team members to ensure a high level of customer satisfaction.</li></ul> Qualifications <ul><li>Fluency in Arabic (CEFR Level B2) and English (CEFR level C1) for both written as well as spoken communication.</li><li>Proven experience in a customer service quality assurance role.</li><li>Strong knowledge of customer service principles and practices.</li><li>Excellent communication and interpersonal skills.</li><li>Strong analytical and problem-solving skills.</li><li>Ability to work independently and as part of a team.</li><li>Bachelor's degree in business administration, marketing, or a related field.</li></ul> Preferred qualifications <ul><li>Six Sigma (Green or Black Belt) / LEAN or any other quality management certifications</li></ul> Details <ul><li><b>Application Deadline:</b> 27 September 2025</li><li><b>Department:</b> Customer Experience Management</li><li><b>Employment Type:</b> Full Time</li><li><b>Location:</b> KSA</li><li><b>Compensation:</b> ر.س8,000 / month</li></ul>

Customer Service Quality Specialist - KSA Residence

Qatar Airways

<div><div><div><div><div><div><div><div>Job title
</div><div>Customer Experience Quality Specialist | Product Development &amp; Design
</div></div><div><div>Ref #
</div><div>229735
</div></div><div><div>Location
</div><div>Qatar - Doha
</div></div><div><div>Job family
</div><div>Corporate &amp; Commercial
</div></div><div><div><ul><li>Closing date: 16-Mar-2026</li></ul><br>
</div></div></div></div></div><div><div><div><div><div><p>At Qatar Airways, we craft cutting- edge inflight products, enhance passenger comfort, and drive innovation in aviation design.<br>
From concept to launch, our Product Development and Design (PDD) Team collaborates with industry leaders to create products that set new standards in travel.<br>
If you are passionate about innovation, customer experience, technology, and design, this is your chance to contribute and make a lasting impact in the aviation industry.<br>
Join our Product Development and Design Team that transforms ideas into reality and shape the future of airline experiences.</p><p><b>
About the Role</b></p><p>
As a <b>Customer Experience Quality Specialist</b>, you will play a pivotal role in safeguarding and elevating our service standards, ensuring that Qatar Airways remains the benchmark for excellence in global aviation.<br>
You will act as a trusted auditor and experience champion, conducting end-to-end evaluations of the customer journey&mdash;both digital and physical. From testing mobile apps, websites, and live chat platforms to assessing airport facilities and inflight services, you will uncover insights that drive innovation and operational excellence. Your expertise will help shape strategic decisions, improve processes, and enhance customer satisfaction by rapidly adapting to evolving expectations.<br>
You will analyse key performance metrics such as NPS and customer ratings, maintain advanced reporting platforms, and collaborate with cross-functional teams to bridge design, operations, and training. Through competitor benchmarking and trend analysis, you will influence the development of engagement standards, KPIs, and service propositions that keep Qatar Airways ahead of the curve.</p><p>
As a Customer Experience Quality Specialist, you will:</p><ul><li>
Conduct comprehensive audits of the entire customer journey&mdash;digital and physical&mdash;acting as a mystery shopper to uncover actionable insights.</li><li>
Evaluate all customer touchpoints, including mobile apps, websites, live chat, bots, social media, and airport facilities, identifying opportunities to enhance engagement and satisfaction.</li><li>
Analyze customer feedback, NPS dashboards, and industry trends to inform strategic improvements and maintain Qatar Airways&rsquo; competitive edge.</li><li>
Collaborate with cross-functional teams to bridge design, operations, and training, ensuring seamless implementation of service enhancements.</li><li>
Develop and maintain advanced reporting platforms that deliver clear, data-driven insights for leadership decision-making.</li><li>
Contribute to the evolution of customer journey design, engagement standards, and KPIs across ground, digital, and inflight experiences.</li></ul><p><b>
Be part of an extraordinary story</b></p><p>
Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You&rsquo;ll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future, and build the life you want while being part of an international community.<br>
Our best is here and still to come. To us, impossible is only a challenge. Join us as we dare to achieve what&rsquo;s never been done before.<br>
Together, everything is possible.</p>
</div></div></div></div></div><div><div><div><h3 class="jobSectionHeader"><b>Qualifications
</b></h3></div></div><div><div><div><div><p><b>About You</b></p><p>
A successful candidate should possess the following experience and qualifications:</p><ul><li>
Diploma/Bachelor&rsquo;s degree or Equivalent with minimum 5+ years of experience of leading end-to-end customer experience quality audits for digital, product, service design and / or operations in luxury hospitality, Michelin Star and / or high-end restaurants, cruise liners and / or full-service airline.</li><li>
Intermediate to advanced skill in MS Office and visualization tools such as Power BI, Pisano, Qualtrics</li><li>
Experience in a customer facing role with experience in a supervisory role.</li><li>
Excellent understanding of customer experience and ability to interpret complex data and translate insights into actionable recommendations.</li><li>
Exceptional communication and collaboration skills to influence stakeholders and drive change.</li><li>
A proactive mindset, attention to detail, and commitment to maintaining the highest standards of excellence.</li><li>
Strong understanding of digital platforms, customer engagement strategies, and emerging trends.</li></ul><p><b>
About Qatar Airways Group</b></p><p>
Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We&rsquo;ve grown fast, broken records and set trends that others follow. We don&rsquo;t slow down by the fear of failure. Instead, we dare to achieve what&rsquo;s never been done before.<br>
So whether you&rsquo;re creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination. Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries and be part of a truly global community.</p><p><b>
How to apply</b></p><p>
If you&rsquo;re ready to join a progressive team and have a challenging and rewarding career, then apply now by uploading your CV and completing the application form.</p><br>
</div></div><div></div><div><div><br>
<div><b>About Qatar Airways Group
</b></div><br>
Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We&rsquo;ve grown fast, broken records and set trends that others follow. We don&rsquo;t slow down by the fear of failure. Instead, we dare to achieve what&rsquo;s never been done before.<br>
<br>
So whether you&rsquo;re creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination. Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries, and be part of a truly global community.<br>
</div></div><div><div>https://aa115.taleo.net/careersection/QA_External_CS/jobapply.ftl?lang=en&amp;job=229735</div></div></div></div></div></div></div></div>

Customer Experience Quality Specialist | Product Development & Design

AffinityVibez (Pvt) Ltd

<p><b>Job Summary:</b></p><p>The Quality Assurance Specialist is responsible for ensuring service excellence by monitoring, evaluating, and improving the quality of customer interactions across BPO operations. The role focuses on call quality assurance, compliance, agent performance evaluation, and data-driven insights to enhance customer experience and operational effectiveness.</p><p><b>Key Responsibilities:</b></p><p><b>1. Call Monitoring &amp; Evaluation</b></p><p>&middot; Monitor and evaluate customer interactions (calls, chats, emails, tickets) against defined quality standards and client SLAs.</p><p>&middot; Conduct detailed call audits to assess communication skills, compliance, process adherence, and customer handling.</p><p>&middot; Ensure accuracy in quality scoring and documentation.</p><p><b>2. Quality Assurance &amp; Compliance</b></p><p>&middot; Ensure adherence to internal processes, regulatory requirements, and client compliance guidelines.</p><p>&middot; Identify quality gaps, behavioral trends, and performance issues impacting customer experience.</p><p>&middot; Address quality-related escalations in coordination with operations teams.</p><p><b>3. Feedback, Coaching &amp; Calibration</b></p><p>&middot; Provide structured, actionable feedback to agents to improve performance.</p><p>&middot; Participate in calibration sessions with QA, Operations, and Training teams to ensure evaluation consistency.</p><p>&middot; Support coaching initiatives by sharing insights and improvement recommendations.</p><p><b>4. Reporting &amp; Analysis</b></p><p>&middot; Prepare and share daily, weekly, and monthly quality performance reports.</p><p>&middot; Analyze trends, root causes, and quality metrics to drive continuous improvement.</p><p>&middot; Present quality insights and improvement suggestions to management and stakeholders.</p><p><b>5. Process Improvement &amp; Client Support</b></p><p>&middot; Assist in quality reviews, internal audits, and client audits.</p><p>&middot; Ensure client expectations and quality benchmarks are consistently met.</p><p>&middot; Contribute to refining QA frameworks, scorecards, and SOPs when required.</p><p><b>6. Key Performance Indicators (KPIs):</b></p><p>&middot; Call Quality Scores</p><p>&middot; SLA and Compliance Adherence</p><p>&middot; Reduction in Customer Complaints and Escalations</p><p>&middot; Agent Performance Improvement Post-Coaching</p><p>&middot; Calibration Accuracy and Consistency</p><p><b>Required Skills &amp; Competencies:</b></p><p>&middot; Strong understanding of BPO/Call Center QA standards and methodologies</p><p>&middot; Excellent listening, analytical, and attention-to-detail skills</p><p>&middot; Ability to provide constructive feedback and performance insights</p><p>&middot; Strong reporting and data interpretation skills</p><p>&middot; Good communication and stakeholder coordination abilities</p><p><b>Education:</b></p><p>&middot; Bachelor&rsquo;s degree in Business Administration, Management, or a related field (preferred)</p><p>Experience:</p><p>&middot; 3&ndash;5 years of experience in BPO / Call Center Quality Assurance</p><p>&middot; 1&ndash;2 years&rsquo; experience as a Senior QA or Quality Analyst (preferred)</p><p><b>Perks &amp; Benefits</b></p><ul><li>Competitive base salary with Increment Plans</li><li>Paid public/national holidays.</li><li>Paid annual, paternity, and bereavement leave.</li><li>Supportive and career-focused workplace culture.</li></ul><p><b>Location:</b> Wapda Town Phase 1<br/><b>Shift Timing:</b> Night Shift (6:30 PM &ndash; 3:30 AM)<br/><b>Work Schedule:</b> Monday to Friday (Weekends Off)</p><p>Job Type: Full-time</p><p>Pay: Rs80,000.00 - Rs120,000.00 per month</p><p>Work Location: In person</p>

Quality Assurance Specilaists (Call Center/BPO)

ComPsych

<div>About ComPsych:
<div>
ComPsychⓇ is the worldwide leader in organizational mental health, well-being, and absence management, dedicated to igniting human potential in workplaces across the globe. For over 40 years, we have combined the best in technology with unmatched human expertise to help individuals and their organizations thrive. Our GuidanceResourcesⓇ and AbsenceResourcesⓇ solutions deliver end-to-end mental health, well-being, work-life, health navigation, and absence support to more than 75,000 customers worldwide, touching more than 160 million lives across 200 countries. Visit compsych.com to find out why 40% of the Fortune 500 choose ComPsych for their mental health and absence management needs.</div>
Job Summary:
<div>
As an New Mexico based Absence Customer Experience Contact Center Specialist, you will answer incoming calls to assist our customers and their employees with the administration of Family Medical Leave Act (FMLA) rights and responsibilities. This individual will report to a Customer Experience Team Lead, and must have strong attention to detail, customer service experience, commitment to quality, and be comfortable working in a structured fast-paced call center environment.</div>
Primary Responsibilities:
<ul><li>Administer and adjust Family Medical Leave Act (FMLA), State, ADA, and company leaves as mandated by state and federal guidelines and in coordination with our customer&rsquo;s policies</li><li>
Handle high volume of incoming calls in a prompt and professional manner</li><li>
Provide efficient and professional follow-up via phone and email to ensure the timely processing of leave requests</li><li>
Communicate clearly and concisely with callers while identifying their needs and educating them on leave concepts and next steps</li><li>
Meet &amp; adhere to attendance and schedule, production and performance metrics, and quality goals</li><li>
Maintain complete and accurate documentation of leaves within our proprietary database</li><li>
Demonstrate respect, sensitivity, confidentiality, and understanding for the caller&rsquo;s circumstance while maintaining professionalism at all times</li><li>
Maintain a positive, empathetic, and professional behavior towards the customers at all times</li><li>
Provide accurate, professional, and timely responses to communications from internal and external clients</li><li>
Prioritize and organize daily responsibilities in order to meet all deadlines</li><li>
Engage in ongoing education and training around laws, policies and service delivery</li><li>
Provide innovative ideas that can support the ongoing growth of the Absence Department</li><li>
Other duties as assigned</li></ul>
Job Qualifications:
<ul><li>Bachelor&rsquo;s Degree preferred, High School Degree or equivalent required</li><li>
1-3 years Customer Service experience required</li><li>
Call Center experience preferred</li><li>
Employee benefits administration and/or FMLA administration a plus</li><li>
Exceptional communication and organization skills, with strong focus on customer service</li><li>
Quick thinking, resourceful, high energy, positive, and professional, with demonstrated multi-tasking and critical thinking skills</li><li>
Computer literate and proficient in Microsoft Office Suite</li><li>
High-speed internet and a professional workspace that is free from distraction, disruption or outside noise</li><li>
Bilingual Spanish is a plus</li></ul>
Benefits and Perks:
<ul><li>Full benefits package, including Paid Time Off (PTO), medical, dental, vision, 401(k) with match, robust EAP, wellness program, and much more</li></ul><div><b>
EEO</b></div><div></div><div><br>
ComPsych is an equal opportunity employer. All applicants will be considered for employment regardless of race, color, age, genetics, religion, gender, sexual orientation, gender identity, national origin, disability or protected veteran status and any other characteristic protected by federal, state or local laws. ComPsych Corporation maintains a drug free workplace.</div></div>

Absence Customer Experience Specialist - New Mexico

We Buy Houses USA

<p><b>Job Description</b><br/>We are seeking an exceptionally detail-oriented and self-motivated Sales Customer Support &amp; Quality Assurance (QA) Specialist to join our remote team. This is not a traditional sales or customer service role; your primary focus will be on maintaining the highest standards of quality, adherence to process, and system hygiene across our sales team operations.</p><p>The ideal candidate is a self-starter who thrives on building, implementing, and monitoring systems and processes flawlessly. You will be the critical link ensuring our sales team operates at maximum efficiency and that every lead receives a world-class, consistent experience.</p><p>This is a long-term, ongoing position for the right fit.</p><p><b>Key Responsibilities</b><br/>Your role will be focused on two main areas: Sales Team QA and Process Monitoring/Enforcement.</p><p>1. Sales Team Quality Assurance (QA)<br/>- Sales Call Auditing: Prioritize listening to and reviewing all Offer calls to provide structured feedback to sales representatives on adherence to script, process, and closing techniques.</p><p>- New Sales Script Implementation: Test new scripts via roleplay with the team and audit live calls to ensure immediate and correct adoption.</p><p>- KPI Funnel Management: Monitor individual sales team member funnels (e.g., Qualified, Appointment Met, etc.) to ensure data integrity and that all leads are correctly categorized at every stage.</p><p>2. Process &amp; System Hygiene<br/>- CRM Hygiene: Conduct daily and weekly spot checks to ensure impeccable CRM practices, including:</p><p>- Monitoring Abandoned Leads to keep the count low.</p><p>- Verifying correct Drip, Status, and Follow Up processes are being applied to leads.</p><p>- Auditing PPL/PPC leads to ensure proper addressing and follow-up sequences.</p><p>- Daily Performance Monitoring: Utilize tools like Time Doctor to track and report on individual team productivity and adherence to shift schedules.</p><p>- Process Enforcement: Ensure timely and correct execution of critical sales steps:</p><p>- Monitor Speed to Lead to ensure all new leads are contacted within a 5-minute window.</p><p>- Daily checks for correct logging of Battleground, Initial Offer, and Offer Result in the CRM.</p><p>- Verify the team is efficiently working through their daily tasks (New, Inbound, Context, Warm/Cold leads).</p><p>- PPL Monitoring: Oversee the PPL Drip and Refund Process on a daily basis.</p><p><b>What We're Looking For</b><br/>Proven experience in Sales Quality Assurance (QA) or a highly structured sales operations role.</p><p>- High Attention to Detail: You must be obsessive about accuracy, consistency, and flawless execution of systems.</p><p>- Self-Starter Mentality: The ability to take ownership of the QA process, anticipate needs, and proactively establish or improve systems without constant supervision.</p><p>- System Builder &amp; Follower: Capable of not just following systems perfectly, but also helping to design and document them for team-wide use.</p><p>Excellent written and verbal communication skills.</p><p>Experience with RESimpli CRM software is highly preferred.</p><p><b>Application Requirements</b><br/>To apply, please include:</p><p>A brief overview of your specific experience in Sales Quality Assurance.</p><p>An example of a time you autonomously built or significantly improved a system/process in a previous role.</p><p>Your current weekly availability (in hours).</p><p>Job Type: Full-time</p><p>Pay: E&pound;3.00 - E&pound;6.00 per hour</p><p>Expected hours: 40 per week</p><p>Experience:</p><ul><li>as a Sales Quality Analyst in Real Estate: 2 years (Preferred)</li></ul><p>Work Location: Remote</p>

Sales Quality Assurance Specialist (Remote, Long-Term)

brocus it solutions pvt ltd

<p><b>Designation: </b>Quality Analyst (International -Sales process)</p><p><b>Job brief</b>: The Quality Analyst is responsible for monitoring, evaluating, and improving the quality of Sales or customer service provided by agents in a BPO environment. This role involves assessing interactions, ensuring compliance with company standards, identifying training needs, and working with stakeholders to enhance overall service delivery.</p><p><b>Roles and responsibilities:</b></p><ul><li>Assess and evaluate customer interactions (calls, chats, emails, or tickets) to ensure adherence to technical and service quality standards.</li></ul><ul><li>Identify areas of improvement in troubleshooting processes, product knowledge, and communication skills.</li></ul><ul><li>Provide detailed feedback to agents and team leads on technical performance and quality assurance findings.</li></ul><ul><li>Generate reports on quality trends, agent performance, and process gaps.</li></ul><ul><li>Present data-driven insights to management to enhance overall service quality.</li></ul><ul><li>Assist in root cause analysis for recurring technical issues and customer dissatisfaction.</li></ul><ul><li>Develop and maintain quality scorecards and reports.</li></ul><ul><li>Work closely with trainers and team leaders to design training programs based on quality audits.</li></ul><ul><li>Conduct quality calibration sessions to ensure uniform evaluation across teams.</li></ul><ul><li>Provide coaching sessions to agents to enhance technical troubleshooting skills.</li></ul><p><b>1) Required Skills: </b></p><ul><li>Candidates must be comfortable working in the night shift and working from office.</li></ul><ul><li>Excellent written and verbal communication.</li></ul><ul><li>Must be well versed with VOC, AHT, QC Tools, Fatal/Non-Fatal Parameters, and methodologies.</li></ul><ul><li>Candidates from international BPO backgrounds are preferred.</li></ul><p><b>Perks &amp; Benefits: </b>✓ Incentives ✓ Benefits of Insurance ✓ 5 Working Days ✓ US Shifts.</p><p>Job Type: Full-time</p><p>Pay: ₹340,000.00 - ₹600,000.00 per year</p><p>Benefits:</p><ul><li>Health insurance</li></ul><p>Work Location: In person</p>

Call Quality Analyst

WYZMINDZ Solutions Private Limited

<p><b>Job Description &ndash; Quality Auditor</b></p><p>We are hiring a Quality Auditor at Wyzmindz Solution Private Limited. The role is focused on auditing customer interactions, ensuring compliance, and driving quality improvements in a BPO setup.</p><p><b>Key Responsibilities:</b></p><p>Conduct audits of calls, emails, chats, and complaint audits.</p><p>Identify gaps, share feedback with agents/teams, and suggest improvements.</p><p>Maintain audit reports and highlight key findings for management.</p><p>Provide coaching support to improve customer interactions and compliance.</p><p>Ensure adherence to processes, policies, and regulatory standards.</p><p><b>Requirements:</b></p><p>Graduate degree or equivalent experience.</p><p>Prior QA/auditing experience, preferably in BPO /customer service.</p><p>Strong banking experience in customer service will be preferred.</p><p>Good analytical, communication, and feedback skills.</p><p>Detail-oriented with strong organisational and time management skills.</p><p><b>Language :</b> Hindi &amp; English</p><p><b>Immediate joiners preferred.</b></p><p><b>Job Details: Organization</b>: Wyzmindz Solution Private Limited</p><p><b>Location: </b>Noida, Sector 63</p><p><b>Work Module:</b> Work from Office</p><p>Job Types: Full-time, Permanent</p><p>Job Types: Full-time, Permanent</p><p>Pay: ₹300,000.00 per year</p><p>Benefits:</p><ul><li>Health insurance</li><li>Provident Fund</li></ul><p>Work Location: In person</p>

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