Contact Center Quality Specialist

2P Perfect Presentation; As Sudiyah; On-site; OMR 13,000 - 20,000; Full time

Job summary

2P Perfect Presentation is seeking a Quality Specialist to monitor and evaluate call center performance, ensuring adherence to quality standards and driving customer experience improvements.

The role involves analyzing quality reports, KPIs, and performance trends, and working with Training, Operations, and Customer Experience teams to address gaps and deploy quality initiatives.

Qualifications

• Diploma or Bachelor’s degree in Business Administration, Management, Quality Management, or related field.
• 2+ years of experience in Call Center Quality, Customer Experience, or related field.
• Knowledge of COPC or HPMT certification is an advantage.
• Strong command of English, both written and spoken.
• Analytical and problem-solving skills with attention to detail.

Responsibilities

• Monitor and evaluate call center interactions to ensure quality standards and procedures are met.
• Conduct quality assessments and provide feedback on employee performance.
• Compare call center performance against quality and operational standards including COPC where applicable.
• Identify performance gaps and areas for improvement.
• Prepare and analyze quality reports, KPIs, and performance trends.
• Collaborate with Training, Operations, and Customer Experience teams to address gaps.

Skills

Analytical and problem-solving skills

Communication skills

Presentation skills

Interpersonal skills

English proficiency

2+ years of experience in Call Center/

Education

Diploma or Bachelor’s degree in Business Administration/Management/Quality Management

Tools

Microsoft Office (Excel, PowerPoint)

Job description

We are looking for a Quality Specialist to monitor and evaluate call center performance, ensure compliance with quality standards, and identify opportunities to improve customer experience and operational performance.

Key Responsibilities

• Monitor and evaluate customer interactions to ensure compliance with established quality standards and procedures.
• Conduct quality assessments and provide accurate feedback on employee performance.
• Monitor call center performance against established quality and operational standards, including COPC, where applicable.
• Identify performance gaps, recurring issues, and areas for improvement.
• Prepare and analyze quality reports, KPIs, and performance trends.
• Work closely with Training, Operations, and Customer Experience teams to address performance gaps and training needs.
• Support the development and implementation of quality improvement initiatives.
• Ensure quality evaluation processes are applied consistently and accurately.
• Maintain accurate quality records, reports, and documentation.

Requirements

• Diploma or Bachelor’s degree in Business Administration, Management, Quality Management, or a related field.
• 2+ years of experience in Call Center Quality, Customer Experience, Customer Service, or a related field.
• Knowledge of COPC or HPMT (High Performance Management Techniques) certification is an advantage.
• Good command of English, both written and spoken.
• Strong analytical and problem-solving skills.
• Excellent attention to detail and accuracy.
• Good knowledge of Microsoft Office, especially Excel and PowerPoint.
• Ability to analyze performance data and prepare quality reports.
• Strong communication, presentation, and interpersonal skills.
• Ability to provide constructive feedback and work effectively with different teams.