Job Title: Quality Analyst
We are seeking a highly skilled Quality Analyst to ensure that all external and internal requirements are met. The ideal candidate will be responsible for monitoring procedures and outputs, identifying mistakes or non-conformity issues.
Responsibilities:
* Monitor CSR's performance on a daily basis by reviewing calls and evaluating their quality.
* Provide feedback to CSRs to ensure adherence to procedures and scripts.
* Attend meetings with supervisors and Team Managers/Project Leaders to discuss output results.
* Report script problems or questions to the appropriate areas.
* Assist clients in monitoring specific programs as needed.
* Communicate with supervisors about program changes and CSR actions for performance appraisals.
* Develop and execute monthly call monitoring plans.
* Contribute to the Monthly Quality Report.
* Provide feedback to the training department on issues arising from monitoring.
* Act as a CSR at least half a day per week to maintain experience.
* Participate in monthly calibration sessions to standardize scoring skills.
* Maintain security awareness and compliance within the company and client policies.
Requirements:
* Advanced English (mandatory)
* Advanced Arabic (mandatory)
* Strong verbal and written communication skills
* Good organization/time management skills
* Able to work with diverse backgrounds
* Fair and consistent judgment skills
* Problem-solving and suggestion-making abilities
* Influence behavior through effective communication
* Effective project management
* Adherence to organizational policies and procedures
* Constructive feedback provision
* Counseling skills
* Multitasking and prioritization
* Effective scripting knowledge
* Relevant training and coaching experience
* Sales expertise (desirable)
* Microsoft application proficiency
* Able to work in a Hybrid Model
* Able to work Monday to Friday 8:00 am to 5:00 pm
* Holds EU citizenship or valid work permit
Education and Experience:
* Minimum of 6 months BPO production experience or equivalent customer service experience
* One certified/finalized professional education
Benefits:
* Competitive wages
* Paid professional training
* Employee discounts
* Private healthcare and dental insurance after six months
* Growth opportunities through development programs
* Fun company-wide initiatives
* Job stability
* Lifelong skills and experience
* Excellent work culture