Quality Assurance Officer

1 week ago

Riyadh, Saudi Arabia Talent Pal Full time

Quality Assurance Officer - Contact Center (SCS)

Riyadh, Saudi Arabia Posted 5 days ago Expires in 2 months

Welcome you made it to the job description page

Maximus is looking to hire an enthusiastic Quality Officer - Contact Center to join our project team in Riyadh.

What you can expect in the Quality Officer - Contact Center role:

- Monitor Inbound and Outbound calls to quality assure the appointment setup process recognizing best practice and identifying critical control points, and areas for improvement.
- Review, evaluate, and score open and closed customer issues tickets against established quality assurance instruments and standards
- Provide unbiased and accurate scoring according to approved criteria definitions, quality standards, knowledge base, and standard operating procedures (SOPs).
- Create and Drive calibration cadence and joint monitoring sessions and ensure compliance with agreed scoring standards.
- Support the training and development of contact center agents.
- Utilize the Quality Framework to perform quality assurance checks against adherence to quality standards; Identifying emerging trends; supporting improvements to the customer experience.
- And More..

**Skills**:
Your areas of knowledge and expertise that matters most to the role:

- Bachelor’s degree is a mandatory requirement.
- Professional certification, such as Six Sigma, ISO9001:2015 QMS is desirable but not mandatory.
- Experience of working within a quality/compliance department and function in a contact center.
- Experience of working on government funded programs. (Desirable).
- Experience working within a quality/compliance department including some supervision of the team’s delivery and output. #J-18808-Ljbffr

This job has been sourced from an external job board.

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