Call Center Quality Specialist

2P Perfect Presentation; Saudi Arabia; On-site; SAR 30,000 - 60,000; Full time

Job summary

An innovative company is seeking a Quality Specialist to ensure exceptional customer satisfaction. In this role, you will monitor and evaluate customer interactions, providing vital feedback to enhance performance. Your analytical skills will help identify areas for improvement, while your collaborative spirit will drive continuous enhancement in customer experience. If you thrive in a dynamic environment and possess strong communication skills in both Arabic and English, this position offers a fantastic opportunity to make a significant impact in quality assurance.

Qualifications

• Bachelor's degree in a relevant field is required.
• COPC and HPMT certifications are preferred.

Responsibilities

• Monitor and evaluate customer interactions for quality standards.
• Provide feedback and coaching to improve team performance.
• Collaborate with teams to enhance customer experience.

Skills

Verbal Communication

Written Communication

Analytical Thinking

Attention to Detail

Customer Service

Education

Bachelor's Degree

COPC Certification

HPMT Certification

TOT Certification

Job description

Description:

As a Quality Specialist, you will play a crucial role in ensuring the highest level of customer satisfaction. You will be responsible for monitoring and evaluating the quality of customer interactions and providing feedback to the customer experience team.

Responsibilities:

• Monitor and evaluate customer interactions to ensure adherence to quality standards
• Provide feedback and coaching to the customer experience team to improve performance
• Analyze customer feedback and identify areas for improvement
• Develop and implement quality assurance processes and procedures
• Collaborate with cross-functional teams to drive continuous improvement in customer experience

Requirements:

1. Bachelor's degree in a relevant.
2. COPC, HPMT (High Performance Management Techniques) certificate preferred.
3. TOT (Training of Trainers) certificate.
4. Excellent verbal and written communication skills in Arabic and English
5. Strong attention to detail and analytical thinking.
6. Ability to work in a fast-paced and dynamic environment.
7. Experience in customer service or call center operations.
8. Knowledge of quality assurance principles and practices