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quality assurance analyst customer service

<div>
 
 Position Overview
 
 
 The Quality Assurance Analyst is responsible for evaluating transactions between Operations Customer Experts (OCEs) and Customers (Voice, Email, Chat, Click-to-Call, social media or other channels) to identify and suggest opportunities for improvement within the project's processes in order to help TP meet our client&rsquo;s expectations and increase our end user&rsquo;s, OCEs and client&rsquo;s satisfaction.
 
 
 
 
 
 
 
 
 Key Responsibilities
 
 
 
 
 <ul>
 <li>
 Maintain independence and objectivity while evaluating and assessing OCEs quality performance.
 </li>
 <li>
 Ensuring independence in Quality Assurance (QA) evaluations of Operations CustomerExperts (OCEs) is crucial to maintaining fairness, accuracy, and credibility.
 </li>
 <li>
 Independence means that QA analysts evaluate OCE performance objectively, free from personal biases or external influences.
 </li>
 <li>
 Calibration Sessions: Regularly conduct calibration meetings to align evaluators and ensure consistent interpretation and application of evaluation criteria.
 </li>
 <li>
 Detailed Evaluations: QA analysts must clearly document the rationale for each score, providing specific evidence from the call or interaction to support their assessments.
 </li>
 <li>
 Spot Checks on Supervisor Evaluations: Conduct periodic spot checks on evaluations performed by Operations Supervisors to verify accuracy, consistency, and adherence to established QA guidelines. This helps identify and correct potential biases or discrepancies in their assessments.
 </li>
 <li>
 Findings/identification that allow the improvement of OCEs - Operations CustomerExperts and operational results.
 </li>
 </ul>
 
 
 
 <ul>
 <li>
 Identify risks in the projects and suggest ways of internal control to mitigate the associated risks.
 </li>
 <li>
 Identify potential fraud and security-related issues: short calls, authentication, tools, sales, referrals.
 </li>
 <li>
 Provide valuable information about the project to the Quality Assurance Assistance Manager.
 </li>
 <li>
 Deliver productivity.
 </li>
 <li>
 Identify training needs.
 </li>
 <li>
 Reporting of nonconforming situations; End Customers support through calls (inbound and outbound) and other channels (chat, email, click to call, back office...).
 </li>
 <li>
 Interaction with other departments in order to improve or maximize results.
 </li>
 <li>
 Be an active part in the processes of continuous improvement, proposing improvement and innovations methods across the department and the company (producing fresh and imaginative ideas and solutions).
 </li>
 <li>
 Ensure all TP processes, procedures and policies are fulfilled.
 </li>
 </ul>
 
 
 
 
 
 
 
 Required Qualifications
 
 <ul>
 <li>
 Bachelor&rsquo;s degree
 </li>
 <li>
 Fluency in English.
 </li>
 <li>
 Work Experience: up to two years of experience in Contact Center.
 </li>
 </ul>
 
 
 
 
 
 
 
 Soft Skills &amp;Other Requirements
 
 
 
 
 <ul>
 <li>
 Working knowledge of Microsoft Office Suite (Excel, Word, PowerPoint).
 </li>
 <li>
 Understands contact center business and trends.
 </li>
 <li>
 Analytical skills and proactive reporting insights. Skills to be trained:
 </li>
 <li>
 Client Product Training; Use of production tools.
 </li>
 <li>
 Use of phone - email System.
 </li>
 <li>
 Use of BMS System. Competencies and specific skills:
 </li>
 <li>
 Achievement oriented.
 </li>
 <li>
 Communication skills.
 </li>
 <li>
 Customer oriented.
 </li>
 <li>
 Diversity orientation.
 </li>
 <li>
 Judgment.
 </li>
 </ul>
 
 
</div>

Quality Assurance Analyst (Customer Service)

RMG | مجموعة ريناد المجد (لتقنية المعلومات)

<div>
 
 Joining [RMG Co.] means becoming part of a diverse and inclusive team dedicated to delivering high-quality solutions and exceeding client expectations. With a focus on innovation, integrity, and excellence, we empower our employees to unleash their full potential and achieve professional growth and success.
 
 
 
 
 
 
 Our company is looking for a talented and experienced Business Analyst specializing in IT to join our dynamic team.
 
 
 
 
 
 
 
 Job Responsibilities:
 
 
 
 
 
 
 Define configuration specifications and business analysis requirements
 
 
 Perform quality assurance
 
 
 Define reporting and alerting requirements
 
 
 Own and develop relationship with partners, working with them to optimize and enhance our integration Help design, document and maintain system processes
 
 
 Report on common sources of technical issues or questions and make recommendations to product team Communicate key insights and findings to product team
 
 
 Constantly be on the lookout for ways to improve monitoring, discover issues and deliver better value to the customer
 
 
 
 
 
 
 Job Requirements:
 
 
 
 
 
 
 Previous experience in Business / Systems Analysis
 
 
 A degree in IT / Computer Science
 
 
 At Least 2 years of Experience as a business analyst.
 
 
 Proven experience in eliciting requirements
 
 
 Experience in analyzing data to draw business-relevant conclusions and in data visualization techniques and tools.
 
 
 Solid experience in writing SQL queries
 
 
 Basic knowledge in generating process documentation.
 
 
 Strong written and verbal communication skills including technical writing skills.
 
</div>

Business Analyst

Konecta

<div>
 
 Position Summary:
 
 
 The Reporting Analyst plays a pivotal role in driving data-informed decisions across international
 
 
 BPO operations. This role is responsible for designing, maintaining, and optimizing global reporting
 
 
 frameworks, KPIs, and dashboards that measure operational performance, customer satisfaction,
 
 
 workforce
 
 
 efficiency, and strategic initiatives. The successful candidate will act as a critical partner to cross-
 
 
 functional
 
 
 teams, ensuring timely delivery of actionable insights in a fast-paced, metrics-driven environment.
 
 
 
 
 
 Key Responsibilities:
 
 
 ● Collect, clean, organize, and analyze large volumes of structured and unstructured data from multiple
 
 
 global sources including customer interactions, QA surveys, WFM platforms, CRMs, and internal
 
 
 systems.
 
 
 ● Develop, automate, and maintain global reports and dashboards (e.g., Looker, Power BI) that
 
 
 monitor key KPIs across clients, markets, and contact center sites.
 
 
 ● Design and maintain relational databases and reporting tools that enable self-service analytics across
 
 
 operational teams.
 
 
 ● Perform root cause analyses and trend forecasting to provide strategic insights on service delivery,
 
 
 efficiency, and customer experience.
 
 
 ● Collaborate with global functional leads in Workforce Management, Quality, Training, and Client
 
 
 Services to align metrics, standardize reporting, and define best practices.
 
 
 ● Translate data into compelling narratives and visual presentations for executive stakeholders.
 
 
 ● Present monthly and quarterly business reviews to leadership and clients with a focus on data-driven
 
 
 recommendations.
 
 
 ● Maintain robust documentation and ensure consistent application of data governance policies across
 
 
 reporting systems.
 
 
 ● Drive continuous improvement through automation, AI-based insights, and integration of new
 
 
 
 
 
 analytics tools.
 
 
 ● Support RFPs, client audits, and contract renegotiations with data and performance evidence.
 
 
 
 
 
 Must-Have Qualifications and Skills:
 
 
 ● Experience (4+y) in a global reporting, analytics, or business intelligence role, working in multi-
 
 
 country BPO operations, global shared services or high-volume customer operations.
 
 
 ● Strong analytical mindset and exceptional attention to detail.
 
 
 ● Proficiency in data analytics and visualization tools: Excel (advanced), SQL, Looker, Power BI.
 
 
 ● Strong understanding of customer experience or service delivery metrics and performance
 
 
 management frameworks.
 
 
 ● Ability to synthesize complex data sets into actionable insights.
 
 
 ● Proven experience managing dashboards and operational reports in BPO, shared services, or
 
 
 customer service environments.
 
 
 ● Outstanding written and verbal communication skills.
 
 
 ● Demonstrated autonomy in managing multiple projects, deadlines, and stakeholder expectations.
 
 
 ● Strong critical thinking, problem-solving, and storytelling abilities.
 
 
 ● Bachelor&amp;#39;s degree in Statistics, Mathematics, Computer Science, Business Analytics, or related field.
 
 
 ● Fluency in English; additional languages are a plus.
 
 
 
 
 
 Preferred Qualifications (Nice-to-Have):
 
 
 ● Familiarity with workforce management, quality assurance, or gamification platforms (e.g.,
 
 
 Centrical, NICE, Genesys).
 
 
 ● Experience with ETL processes and data warehousing solutions.
 
 
 ● Background in predictive modeling, segmentation, or customer behavior analytics.
 
 
 ● Certification in Tableau, Power BI, or data analytics frameworks.
 
 
 
 
 
 What Success Looks Like:
 
 
 ● Consistently delivers accurate, timely, and insightful reports.
 
 
 ● Enables leadership to make fast, informed decisions.
 
 
 
 
 
 ● Acts as a data champion, standardizing and elevating reporting practices across geographies.
 
 
 ● Anticipates risks and opportunities based on trends before they impact performance.
 
</div>

Reporting Analyst - BPO Industry

Abu Dhabi Islamic Bank - Egypt

<div>
 
 
 KEY ACCOUNTABILITIES
 
 
 <ul>
 <li>
 Define configuration specifications and business analysis requirements.
 </li>
 <li>
 Perform quality assurance.
 </li>
 <li>
 Define reporting and alerting requirements.
 </li>
 <li>
 Own and develop relationship with partners, working with them to optimize and enhance our integration.
 </li>
 <li>
 Help design, document and maintain system processes.
 </li>
 <li>
 Report on common sources of technical issues or questions and make recommendations to product team.
 </li>
 <li>
 Communicate key insights and findings to product team.
 </li>
 <li>
 Constantly be on the lookout for ways to improve monitoring, discover issues and deliver better value to the customer.
 </li>
 </ul>
 
 
 
 
 
 
 Minimum Qualifications
 
 
 
 <ul>
 <li>
 7+ years of experience as a Business Analyst.
 </li>
 <li>
 A degree in IT / Computer Science.
 </li>
 <li>
 Having a good experience in Banking Systems (Banking Core Systems, ACH, Payroll, Payment Hub, Card Management Systems, etc).
 </li>
 <li>
 Proven experience in eliciting requirements and testing.
 </li>
 <li>
 Experience in analysing data to draw business-relevant conclusions and in data visualization techniques and tools.
 </li>
 <li>
 Solid experience in writing SQL queries.
 </li>
 <li>
 Basic knowledge in generating process documentation.
 </li>
 <li>
 Strong written and verbal communication skills including technical writing skills.
 </li>
 </ul>
 
 
</div>

Information Technology Business Analyst

Al-Futtaim

<div>
 
 
 FSSC Process &amp; Compliance Analyst
 
 
 
 
 
 
 
 Company: Al-Futtaim &ndash; FSSC (Finance Shared Services Center)
 
 
 
 
 
 
 
 Overview of the Role
 
 
 
 
 
 
 The FSSC Process &amp; Compliance Analyst plays a critical role in enabling secure, reliable, and scalable documentation governance across all FSSC towers. This role ensures strong process standards, audit readiness, and compliance through effective evidence management, SOP development, and control framework maintenance. The analyst partners closely with Group Finance, Treasury, IT, Legal, and Audit to drive operational excellence, enhance documentation quality, and strengthen adherence to internal policies.
 
 
 Reporting to the Process &amp; Compliance Manager, this role supports business continuity by driving structured governance, digital enablement, and high-quality, audit-ready operations.
 
 
 
 
 
 
 What You Will Do
 
 
 
 
 Platform Design &amp; Process Governance
 
 
 
 
 
 <ul>
 <li>
 Collaborate with IT and business stakeholders to design a secure, scalable document storage and evidence management platform.
 </li>
 <li>
 Contribute to project timelines, milestone tracking, and risk assessments.
 </li>
 <li>
 Ensure alignment of platform features with compliance, usability, and scalability requirements.
 </li>
 </ul>
 
 
 
 
 
 Document Control &amp; Evidence Management
 
 
 <ul>
 <li>
 Define and maintain consistent taxonomy and metadata standards across all FSSC documentation.
 </li>
 <li>
 Govern mandatory fields, naming conventions, and filing SLAs, and lead clean-up campaigns when required.
 </li>
 <li>
 Enable mailbox ingestion, auto-indexing, and digital workflows to minimize manual handling.
 </li>
 <li>
 Monitor expiry-triggered documents (contracts, licenses, KYC) and ensure timely renewals.
 </li>
 <li>
 Coordinate with finance, operations, and compliance teams to validate and maintain complete and accurate document sets.
 </li>
 </ul>
 
 
 
 
 
 Audit Readiness &amp; Control Assurance
 
 
 
 
 
 <ul>
 <li>
 Maintain a real-time audit pack, documentation tracker, and control repository.
 </li>
 <li>
 Coordinate with GIAD to support audits and respond to recommendations.
 </li>
 <li>
 Drive remediation actions, root-cause analysis, and continuous strengthening of preventive controls.
 </li>
 </ul>
 
 
 
 
 
 SOP Development, Training &amp; Change Management
 
 
 
 
 
 <ul>
 <li>
 Develop, refine, and maintain SOPs covering document capture, indexing, storage, retention, retrieval, and disposal.
 </li>
 <li>
 Deliver training, quick guides, and floor support to ensure adoption and capability uplift.
 </li>
 <li>
 Govern version control, review cycles, and stakeholder approvals to maintain consistent standards.
 </li>
 </ul>
 
 
 
 
 
 Job Context
 
 
 
 This role operates in a multi-entity, multi-tower environment that requires strong collaboration across FSSC, Group Functions, IT, Legal, and Audit. The analyst must balance efficiency, compliance, and user experience while driving standardized, auditable processes across the organization.
 
 
 
 
 
 
 Required Skills to Be Successful
 
 
 
 
 
 <ul>
 <li>
 Strong understanding of process governance, document control, and compliance frameworks.
 </li>
 <li>
 Ability to build and maintain SOPs and documentation standards.
 </li>
 <li>
 Proficiency in SAP modules (FI/CO/MM/TRM), DMS/SharePoint/OpenText, Power BI, Alteryx, and advanced Excel.
 </li>
 <li>
 Strong analytical and documentation skills, including taxonomy design and metadata structuring.
 </li>
 <li>
 Excellent stakeholder engagement and ability to collaborate across finance, IT, and compliance functions.
 </li>
 <li>
 Organized, detail-oriented, and capable of managing competing priorities.
 </li>
 </ul>
 
 
 
 
 
 What Qualifies You for the Role
 
 
 
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Accounting, Finance, Information Management, or a related field (MBA/CPA/CIA is a plus).
 </li>
 <li>
 3&ndash;5 years&rsquo; experience in shared services, audit/assurance, process governance, or compliance.
 </li>
 <li>
 Experience with RCMs, control testing, process mapping, dashboard development, and documentation governance.
 </li>
 <li>
 Strong planning, prioritization, and communication skills with a continuous improvement mindset.
 </li>
 <li>
 Ability to influence, collaborate, and work effectively in a high-volume, multi-entity environment.
 </li>
 </ul>
 
 
</div>

Senior Process and compliance Specialist

PwC Middle East

<div>
 
 Line of Service
 
 
 
 Internal Firm Services
 
 
 
 Industry/Sector
 
 
 
 Technology
 
 
 
 Specialism
 
 
 
 IFS - Finance
 
 
 
 Management Level
 
 
 
 Senior Associate
 
 
 
 Job Description &amp; Summary
 
 
 
 At PwC, we measure success by our ability to create the value that our
 
 
 clients and our people are looking for. Our reputation lies in building
 
 
 lasting relationships with our clients and a focus on delivering value in all
 
 
 we do. We&rsquo;re a network of firms in 152 countries with more than 328,000
 
 
 
 People Who Are Committed To Delivering World-class Capabilities And
 
 
 
 quality in assurance, tax and advisory services
 
 
 The Procurement analyst is responsible for the research, provision and
 
 
 analysis of spend, supplier and market data for supporting procurement
 
 
 operations and reporting.
 
 
 You will be working in the PwC Delivery Centre as part of a PwC team
 
 
 providing procurement services for PwC clients.
 
 
 
 Roles And Responsibilities
 
 
 
 <ul>
 <li>
 Data Review and Validation
 </li>
 <li>
 Review and validate customer data and results as part of the
 </li>
 <li>
 supply chain risk analysis and regular upload/update of
 </li>
 <li>
 customer data in the system
 </li>
 <li>
 Checking the data in external databases, e.g. searching for
 </li>
 <li>
 certificates in the relevant certificate databases
 
 
 </li>
 </ul>
 
 Risk Analysis and Development
 
 
 
 <ul>
 <li>
 Participation in the creation of the risk analysis and subsequent
 </li>
 <li>
 preparation of the results in the Excel template
 </li>
 <li>
 Further development of the risk analysis into more detailed
 </li>
 <li>
 analysis steps and reporting visualizations
 
 
 </li>
 </ul>
 
 Reporting and Visualization
 
 
 
 <ul>
 <li>
 Creation of reporting dashboards
 
 
 </li>
 </ul>
 
 Collaboration and Implementation
 
 
 
 <ul>
 <li>
 Collaboration in implementation in consulting projects
 
 
 </li>
 </ul>
 
 Expected Skills
 
 
 
 <ul>
 <li>
 Very good knowledge of Excel
 </li>
 <li>
 Knowledge of Alteryx and/or Python is an advantage
 </li>
 <li>
 Expected Competencies:
 
 
 </li>
 </ul>
 
 Organizational And Planning Skills
 
 
 
 <ul>
 <li>
 Financial orientation
 </li>
 <li>
 Detail orientation
 </li>
 <li>
 Analytical skills
 </li>
 <li>
 Stakeholder management
 
 
 </li>
 </ul>
 
 Required Language Skills
 
 
 
 <ul>
 <li>
 Proficient in written and spoken Arabic and German
 
 
 </li>
 </ul>
 
 Minimum Education And Specific Qualification
 
 
 
 <ul>
 <li>
 Bachelor&rsquo;s Degree in Business, Supply Chain Management, Procurement, or Data Science preferred
 </li>
 <li>
 Certifications in relevant fields would be advantageous
 
 
 </li>
 </ul>
 
 Years Of Experience
 
 
 
 <ul>
 <li>
 3-5 years of experience within procurement organization, ideally having
 </li>
 <li>
 worked with a diverse portfolio of people, process and technology with a
 </li>
 <li>
 leading firm, preferably in the Middle East region
 
 
 </li>
 </ul>
 
 Education
 
 
 (if blank, degree and/or field of study not specified)
 
 
 
 
 Degrees/Field Of Study Required
 
 
 
 Degrees/Field of Study preferred:
 
 
 
 Certifications
 
 
 (if blank, certifications not specified)
 
 
 
 
 Required Skills
 
 
 
 
 Optional Skills
 
 
 
 
 Desired Languages
 
 
 (If blank, desired languages not specified)
 
 
 
 
 Travel Requirements
 
 
 
 Not Specified
 
 
 
 Available for Work Visa Sponsorship?
 
 
 
 No
 
 
 
 Government Clearance Required?
 
 
 
 No
 
 
 
 Job Posting End Date
 
</div>

ETIC, Procurement Data Analyst (German Speaker) - Senior Associate

IGT Solutions

<div>
 
 We are seeking a highly experienced and results-driven
 
 Quality Manager
 
 to lead the Quality Assurance function for a key strategic program within our organization. This is a dedicated role where you will be instrumental in driving quality, customer satisfaction, and compliance across all contact center operations supporting a major global client in the travel/airline sector. If you have a passion for operational excellence and a proven track record in contact center quality, we invite you to apply.
 
 
 
 
 
 🌟 Key Responsibilities
 
 
 
 
 <ul>
 <li>
 
 Team Leadership:
 
 Manage, coach, and develop a team of QA Analysts/Monitors, fostering a high-performance culture.
 </li>
 <li>
 
 Strategic Oversight:
 
 Design, implement, and maintain a robust Quality Assurance framework tailored to the specific program's needs.
 </li>
 <li>
 
 Performance Improvement:
 
 Analyze quality trends, conduct root cause analysis (RCA) using methodologies like
 
 5 Whys and Fishbone
 
 , and present actionable insights to internal and client stakeholders.
 </li>
 <li>
 
 Stakeholder Management:
 
 Serve as the primary quality liaison, driving collaboration with Operations, Training, WFM, and the
 
 Client team
 
 .
 </li>
 <li>
 
 Compliance &amp; Standards:
 
 Ensure strict adherence to service standards, regulatory guidelines, data privacy, and security policies.
 </li>
 <li>
 
 Framework Management:
 
 Lead calibration sessions, design/update scorecards, build comprehensive SOPs, and manage the QA platform.
 </li>
 </ul>
 
 
 
 
 
 ✅ Required Qualifications
 
 
 
 
 
 
 
 
 
 
 1. Education &amp; Experience
 
 
 
 
 
 <ul>
 <li>
 
 3&ndash;5+ years of experience
 
 in Contact Center Quality Assurance.
 </li>
 <li>
 
 Proven experience managing or leading QA teams.
 
 </li>
 <li>
 Experience supporting customer service, sales, or technical support programs.
 </li>
 <li>
 Demonstrated success driving quality improvement initiatives.
 </li>
 </ul>
 
 
 
 
 
 2. Technical &amp; Analytical Skills
 
 
 
 
 
 <ul>
 <li>
 
 Strong understanding of key contact center KPIs
 
 (QA scores, CSAT/NPS, AHT, FCR, compliance, etc.).
 </li>
 <li>
 Ability to analyze trends, identify root causes, and
 
 present data-driven, actionable insights.
 
 </li>
 <li>
 Familiarity with QA frameworks, calibration processes, and scorecard design.
 </li>
 <li>
 Proficiency with MS Excel/Google Sheets and data visualization tools (Tableau, Power BI, etc.).
 </li>
 <li>
 Experience with
 
 QA platforms
 
 and
 
 strong documentation skills
 
 (SOPs, workflows, process maps).
 </li>
 </ul>
 
 
 
 
 
 3. Leadership &amp; Management Skills
 
 
 
 
 
 <ul>
 <li>
 Ability to coach, mentor, and develop a QA team.
 </li>
 <li>
 
 Strong stakeholder management skills
 
 across various departments and the Client team.
 </li>
 <li>
 Skilled in
 
 facilitation of calibrations
 
 , feedback sessions, and performance discussions.
 </li>
 <li>
 Ability to influence without authority and manage sensitive feedback conversations.
 </li>
 <li>
 Strong time management and project management skills.
 </li>
 </ul>
 
 
 
 
 
 4. Quality &amp; Compliance Expertise
 
 
 
 
 
 <ul>
 <li>
 Knowledge of standard QA methodologies (sampling, audits, calibration, VOC integration).
 </li>
 <li>
 Understanding of compliance requirements (data privacy, security policies, regulatory guidelines).
 </li>
 <li>
 Ability to conduct deep-dives and lead RCA methodologies (e.g., 5 Whys, Fishbone).
 </li>
 <li>
 Experience creating and updating scorecards and audit guidelines.
 </li>
 <li>
 Understanding of call-flow best practices, soft skills, and process adherence.
 </li>
 </ul>
 
 
 
 
 
 5. Soft Skills
 
 
 
 
 
 <ul>
 <li>
 
 Excellent communication skills
 
 (verbal and written).
 </li>
 <li>
 High attention to detail with a
 
 strong sense of ownership.
 
 </li>
 <li>
 Ability to work cross-functionally and foster collaboration.
 </li>
 <li>
 Comfortable working under pressure and managing multiple tasks simultaneously.
 </li>
 <li>
 A dedicated problem-solver with a
 
 continuous improvement mindset.
 
 </li>
 </ul>
 
 
 
 
 
 ➕Preferred Qualifications
 
 
 
 
 
 <ul>
 <li>
 
 Experience in the travel or airline domain
 
 is a significant advantage.
 </li>
 <li>
 Experience in
 
 BPO/outsourcing environments
 
 or multi-client setups.
 </li>
 <li>
 Lean Six Sigma Yellow/Green Belt certification.
 </li>
 <li>
 Knowledge of speech analytics and automation QA tools.
 </li>
 <li>
 Experience creating client-facing insights decks.
 </li>
 </ul>
 
 
 
 
 
 
 
 
 Apply Today!
 
 
 
 
 
 
 If you are ready to take ownership of the quality journey for a major global client and meet the qualifications listed above, we encourage you to apply. Join us in setting the standard for exceptional customer experience!
 
</div>

Quality Assurance Manager

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