Call Center Quality Assurance Expert

4 days ago


Riyadh, Ar Riyāḑ, Saudi Arabia Tbwa ChiatDay Inc Full time

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

We currently hold multiple entities in UAE, Saudi Arabia, and Egypt (including HALA Payments, HALA Cashier, and HALA Logistics) and offer 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 Financial 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.

Responsibilities

  1. Monitor and review agent calls, chats, and emails to assess quality and adherence to service standards.
  2. Provide feedback to agents based on quality assessments and identify training needs.
  3. Collaborate with Team Leaders and Training Supervisors to address gaps and improve performance.
  4. Develop and maintain quality scoring metrics and documentation.
  5. Generate reports on quality performance and suggest initiatives for improvement.

Requirements

  1. Bachelor's degree in Business Administration or equivalent fields of study.
  2. 2+ years of experience in a quality assurance role, preferably within a Contact Center.
  3. Attention to detail and strong analytical skills.
  4. Familiarity with CRM and Contact Center software and quality monitoring tools.
  5. Languages: English and Arabic.

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