Quality Analyst

3 weeks ago

Riyadh, Saudi Arabia Tafaseel Business Services Full time

**Summary**:
We are looking for a dedicated and detail-oriented Quality Analyst to join our call center team. The Quality Analyst will be responsible for ensuring exceptional service quality during customer interactions. You will play a vital role in maintaining our high standards of customer satisfaction and continuous improvement.

**Responsibilities**:

- Utilize predefined quality metrics to objectively measure agent performance and adherence to established processes.
- Provide timely and constructive feedback to agents based on quality assessments.
- Identify training needs and collaborate with the training department to design and deliver targeted training programs.
- Participate in calibration sessions to ensure consistent and fair evaluation standards across the team.
- Collaborate with team leads and supervisors to address quality-related concerns and implement process improvements.
- Analyze customer feedback and data to identify trends and areas for improvement.
- Generate reports on quality metrics and performance trends for management review.
- Prepare reports capturing service quality trends and variances for the team / department.

**Qualifications**:

- Bachelor's degree / High school diploma or equivalent.
- Fluent Arabic and English languages.
- Proven experience in a call center environment, with a focus on quality assurance.
- Strong understanding of call center operations and customer service principles.
- Excellent listening, communication, and feedback skills.
- Detail-oriented with the ability to spot patterns and trends in customer interactions.
- Familiarity with quality assurance processes and tools.
- Proficiency in using call monitoring and quality assessment software.
- Ability to provide constructive feedback in a positive and motivating manner.
- Strong problem-solving skills and the ability to identify process improvement opportunities.
- Time management skills to meet evaluation targets and deadlines.

**How to Apply**:
**Salary**: ﷼7,000.00 per month

Ability to commute/relocate:

- Riyadh: Reliably commute or planning to relocate before starting work (required)

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