Quality Monitoring and Feedback Analyst

1 week ago


Riyadh, Ar Riyāḑ, Saudi Arabia Tbwa ChiatDay Inc Full time
Job Requirements:

To succeed in this role, you will need:

Key Qualifications:

  • Bachelor's degree in Business Administration or equivalent fields of study.
  • At least 2 years of experience in a quality assurance role, preferably within a Contact Center environment.
  • Strong analytical skills and attention to detail.
  • Familiarity with CRM and Contact Center software, as well as quality monitoring tools.
  • Proficiency in English and Arabic languages.

Responsibilities:

  1. Evaluate agent calls, chats, and emails to assess quality and adherence to service standards.
  2. Provide feedback to agents based on quality evaluations 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.

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