
Quality Assurance
il y a 1 semaine
Job Summary:
The Quality Assurance (QA) Specialist is responsible for monitoring and evaluating the performance of call center agents to ensure high-quality service delivery, compliance with company standards, and continuous improvement in customer interactions. The QA Specialist uses his data to identify trends and support agent coaching and training initiatives. Additionally, this also includes ensuring that agents follow approved scripts, handle customer data securely, and comply with regulatory and marketing standards in handling sensitive customer and transaction-related information.
Key Responsibilities:
· Monitor and evaluate incoming and outgoing calls according to quality standards.
· Provide detailed feedback to agents to improve performance and customer satisfaction.
· Identify trends, gaps, and training needs based on call evaluation.
· Collaborate with supervisors and trainers to implement performance improvement plans.
· Maintain accurate records of call evaluations and performance reports.
· Ensure adherence to company policies, procedures, and compliance requirements.
· Participate in creating and updating quality assurance guidelines and evaluation forms.
· Ensure telemarketing activities meet compliance requirements, particularly regarding customer consent, data protection, and transparent communication.
· Evaluate the accuracy and quality of lead qualification to ensure high conversion potential for sales teams.
Support initiatives to strengthen trust and transparency in customer acquisition while maintaining compliance with applicable regulations
Qualifications & Skills:
· Bachelor's degree in Business, Communication, Compliance or related field (preferred).
· Previous experience in call center operations or quality assurance is highly desirable.
· Basic understanding of fintech, online payments, or digital services is an advantage (training will be provided).
· Strong analytical, attention to detail, and problem-solving skills.
· Excellent communication and interpersonal skills.
· Ability to provide constructive feedback in a professional manner.
· Proficiency in call center software, reporting tools, and MS office.
· Fluency in Arabic, English (verbal and written); additional languages (if any) are a plus.
· Ability to work in a fast-paced environment and manage multiple tasks.
· Positive attitude, team player, and willingness to learn.
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