Senior Service Operations Specialist

4 days ago


Riyadh, Ar Riyāḑ, Saudi Arabia Keeta Full time
Senior Service Operations Specialist

We're a fast-growing & dynamic company, offering endless opportunities for personal and professional growth. This role is responsible for leading quality assurance efforts and enhancing service standards for our Saudi Contact Center.

The ideal candidate will drive service excellence, continuous improvement, coaching & development, data-driven decision making, customer-centric approach, and optimize quality monitoring systems.

  1. Ensure Service Excellence – Conduct quality inspections, identify gaps in execution, process adherence, and product rules.
  2. Drive Continuous Improvement – Analyze service defects, identify root causes, and implement corrective actions.
  3. Coaching & Development – Provide insights for training and coaching to uplift service standards and meet quality targets.
  4. Data-Driven Decision Making – Conduct daily, weekly, and monthly quality analysis, generating actionable reports for improvement.
  5. Customer-Centric Approach – Analyze customer feedback, call recordings, and case reviews to bridge service gaps and enhance the customer journey.
  6. Optimize Quality Monitoring Systems – Identify key service cases, categorize findings, and refine evaluation frameworks for better quality control.

We're seeking a senior-level professional with a bachelor's degree or above, 2+ years of experience in customer service quality management, strong English communication skills, and proficiency in data analysis, quality inspection tools, and reporting.

Key Requirements
  • Bachelor's degree or above
  • Strong English communication skills
  • 2+ years of experience in customer service quality management
  • Proficient in data analysis, quality inspection tools, and reporting
  • Customer-focused mindset with a keen eye for identifying service improvement opportunities
  • Strong problem-solving & collaboration skills to work across teams and drive change


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