Service QA Specialist

Advanced Search Group; Kuwait City; On-site; KWD 6,000 - 9,000; Full time

Job summary

Advanced Search Group in Kuwait is seeking a Service QA Specialist to own the quality assurance framework for customer interactions. The role conducts QA audits, analyzes performance data, supports agent training and coaches, and recommends process and technology improvements to elevate the customer experience.

You will work under the DCEO to ensure compliance with defined quality standards, SLAs and CSAT/NPS benchmarks, while leveraging CRM tools and analytics to identify recurring issues and

Qualifications

• Bachelor's degree in business administration, communications or related field
• Minimum three years of experience in quality assurance, customer service or a call center environment
• Strong knowledge of QA frameworks, SLA and CSAT/NPS methodologies
• Proficiency with CRM systems, QA dashboards and call analytics platforms (e.g. ZIWO)
• Strong analytical and root-cause analysis skills

Responsibilities

• Conduct weekly QA audits of customer interactions and maintain consistent quality standards
• Monitor and improve agent scores through structured feedback and coaching
• Identify and document process fixes to reduce average handling time (AHT) and rework, and maintain SLA compliance
• Maintain training logs and support initiatives that improve first-contact resolution (FCR) and QA scores
• Track CSAT/NPS performance and support actions to reduce complaints and repeat contact rates
• Reduce incorrect or incomplete tickets through root-cause analysis (RCA) and corrective action tracking
• Introduce workflows, scripts and process improvements that reduce rework and handling time
• Use QA and CRM data to identify recurring issues and implement effective, lasting fixes
• Utilize CRM, QA dashboards and ZIWO analytics to monitor and enhance service quality
• Develop new quality metrics, scorecards and training materials to improve team outcomes
• Proactively identify improvement opportunities and drive their implementation across the team

Skills

QA frameworks

SLA knowledge

CSAT/NPS methodologies

CRM systems

QA dashboards

Call analytics

Root cause analysis

Data analysis

Education

Bachelor's degree in business administration, communications or related field

Tools

ZIWO

CRM software

Job description

Education Bachelor of Business Administration(Management)

Category Manufacturing & Production

Industry Software Development / Backend Engineering

Reporting to: DCEO Department : Customer Service Location : Kuwait Employment Type: Full-time The Service QA Specialist owns the quality assurance framework for customer interactions, ensuring service delivered by the team meets defined quality, efficiency and compliance standards. Working under the DCEO, the role conducts QA audits, analyzes performance data to identify root causes of recurring issues, supports agent training and coaching, and recommends process and technology improvements to enhance the overall customer experience.

Responsibilities

• Conduct weekly QA audits of customer interactions and maintain consistent quality standards.
• Monitor and improve agent scores through structured feedback and coaching.
• Identify and document process fixes to reduce average handling time (AHT) and rework, and maintain SLA compliance.
• Maintain training logs and support initiatives that improve first-contact resolution (FCR) and QA scores.
• Track CSAT/NPS performance and support actions to reduce complaints and repeat contact rates.
• Reduce incorrect or incomplete tickets through root-cause analysis (RCA) and corrective action tracking.
• Introduce workflows, scripts and process improvements that reduce rework and handling time.
• Use QA and CRM data to identify recurring issues and implement effective, lasting fixes.
• Utilize CRM, QA dashboards and ZIWO analytics to monitor and enhance service quality.
• Develop new quality metrics, scorecards and training materials to improve team outcomes.
• Proactively identify improvement opportunities and drive their implementation across the team.

Desired Candidate Profile

Bachelor s degree in business administration, Communications or related field

Minimum three years of experience in quality assurance, customer service or a call center environment

Strong knowledge of QA frameworks, SLA and CSAT/NPS methodologies

Proficiency with CRM systems, QA dashboards and call analytics platforms (e.g. ZIWO)

Strong analytical and root-cause analysis skills