Call Center Quality Specialist

4 weeks ago

Riyadh, Ar Riyāḑ, Saudi Arabia HALA Full time

HALA is a leading fintech player in the MENAP region that aims to redefine financial services and build the future bank of SMEs. HALA aims at empowering SMEs to start, run, and grow their businesses by providing them with cutting-edge financial and technological tools.

HALA currently holds multiple entities in UAE, Saudi Arabia and Egypt (including HALA Payments, HALA Cashier and HALA Logistics) and offers solutions that enable merchants to digitize their payments as well as manage their sales and operations.

Founded in 2017, HALA is currently duly licensed by the Saudi Arabian Central Bank as well as the Financials Services Regulatory Authority (FSRA) in Abu Dhabi Global Market.

The Job in a Nutshell

The Call Center Quality Specialist is responsible for evaluating and monitoring agent performance, ensuring compliance with quality standards and identifying improvement areas to enhance service delivery.

What You Will Do
  • Monitor and review agent calls, chats, and emails to assess quality and adherence to service standards.
  • Provide feedback to agents based on quality assessments and identify training needs.
  • Collaborate with Team Leaders and Training Supervisors to address gaps and improve performance.
  • Develop and maintain quality scoring metrics and documentation.
  • Generate reports on quality performance and suggest initiatives for improvement.
What Are We Looking For
  • Bachelor's degree in Business Administration, or equivalent fields of studies
  • 2+ years of experience in a quality assurance role, preferably within a Contact Center.
  • Attention to detail and strong analytical skills.
  • Familiarity with CRM and Contact Center software and quality monitoring tools.
  • Languages: English and Arabic
What We Offer You

We believe you will love working at HALA

  • We have an inclusive and diverse culture that encourages innovation and flexibility in remote, in-office, and hybrid work setups.
  • We offer highly competitive compensation packages, including the potential for shares.
  • We prioritize personal development and offer regular training and an annual learning stipend to tackle new challenges and grow your career in a hyper-growth environment.
  • Join a talented team of over 30 nationalities working in 7 countries and gain valuable experience in an exciting industry.
  • We offer autonomy, mentoring, and challenging goals that create incredible opportunities for both you and the company.
  • You will be given a lot of responsibility and trust. We believe that the best results come when the people responsible for a function are given the freedom to do what they think is best.
If you think you have what it takes to join a remarkable team #apply_now
#J-18808-Ljbffr

  • Call Center Quality Specialist

    2 weeks ago

    Riyadh, Ar Riyāḑ, Saudi Arabia 2P Perfect Presentation Full time

    As a Quality Specialist, you will play a crucial role in ensuring the highest level of customer satisfaction. You will be responsible for monitoring and evaluating the quality of customer interactions and providing feedback to the customer experience team.Responsibilities:Monitor and evaluate customer interactions to ensure adherence to quality...

  • Call Center Representative

    3 weeks ago

    Riyadh, Ar Riyāḑ, Saudi Arabia Holool Aloula (NCBS National Company for Business Solutions) Full time

    To handle inbound and outbound customer calls professionally and efficiently, providing accurate information, resolving issues, and ensuring high levels of customer satisfaction. This entry-level role is designed for fresh graduates looking to build a career in customer service and communication.Key Responsibilities and SkillsAnswer incoming calls promptly...

  • Call Center Agent

    3 weeks ago

    Riyadh, Ar Riyāḑ, Saudi Arabia 2P Perfect Presentation Full time

    Direct message the job poster from 2P Perfect PresentationTalent Acquisition Specialist @ 2P Perfect Presentation | Human Resources | Recruitment | Manpower | HeadhuntingWe are seeking a highly motivated and customer-oriented Call Center Agent to join our team in Riyadh, Saudi Arabia. As a Call Center Agent, you will be responsible for handling customer...

  • Call Center Agent

    1 week ago

    Riyadh, Ar Riyāḑ, Saudi Arabia Perfect Presentation (2P) Full time

    1 month ago Be among the first 25 applicantsGet AI-powered advice on this job and more exclusive features.Direct message the job poster from 2P Perfect PresentationTalent Acquisition Specialist @ 2P Perfect Presentation | Human Resources | Recruitment | Manpower | Headhunting.We are seeking a highly motivated and customer-oriented Call Center Agent to join...

  • Call Center Manager

    1 week ago

    Riyadh, Ar Riyāḑ, Saudi Arabia Tamkeen Human Resource (THR) Full time

    The Call Center Operations Manager is responsible for overseeing the daily operations of the call center, ensuring effective planning, management, and execution of customer service activities. This role includes managing call center staff, optimizing processes, handling customer complaints, and implementing strategies to enhance service delivery and customer...

  • Call Center Operations Leader

    7 days ago

    Riyadh, Ar Riyāḑ, Saudi Arabia beBee Careers Full time

    The Call Center Operations Manager is responsible for overseeing the daily operations of the call center, ensuring that service levels and quality standards are met. To achieve this, they must develop and implement strategic plans for call center operations to align with organizational goals.Main Duties and ResponsibilitiesOversee daily operations of the...

  • Call Center Representative

    1 week ago

    Riyadh, Ar Riyāḑ, Saudi Arabia beBee Careers Full time

    We are seeking a highly motivated and customer-oriented professional to join our team in Riyadh, Saudi Arabia. As a Call Center Agent, you will be responsible for handling customer inquiries, resolving issues, and providing excellent customer service.Job ResponsibilitiesAnswer inbound calls and respond to customer inquiries in a professional and courteous...

  • Call Center Team Leader

    2 weeks ago

    Riyadh, Ar Riyāḑ, Saudi Arabia 2P Perfect Presentation Full time

    Get AI-powered advice on this job and more exclusive features.Direct message the job poster from 2P Perfect Presentation.Talent Acquisition Specialist @ 2P Perfect PresentationHuman Resources | Recruitment | Manpower | Headhunting- As a Call Center Team Leader, you will be responsible for supervising and guiding a team of customer service representatives,...

  • Call Center Coordinator

    2 weeks ago

    Riyadh, Ar Riyāḑ, Saudi Arabia Dr. Sulaiman AL Habib Medical Group Full time

    Roles and responsibilities 1. Team Management and SupervisionMonitor Team Performance: Supervise a team of customer service agents to ensure that they are meeting performance targets such as call volume, response time, and customer satisfaction scores.Training and Development: Train new hires and provide ongoing coaching to the team to improve skills,...

  • Call Center Supervisor

    3 weeks ago

    Riyadh, Ar Riyāḑ, Saudi Arabia Tiara Group Full time

    1 week ago Be among the first 25 applicantsGet AI-powered advice on this job and more exclusive features.Tiara Group is seeking a motivated and experienced Call Center Supervisor to lead and support our team of customer service representatives. As a Call Center Supervisor, you will play a crucial role in ensuring excellent customer service, achieving...