Call Center Quality Specialist

Who Are We

HALA is a leading fintech player in the MENAP region, aiming to redefine financial services and build the future bank of SMEs. We empower SMEs to start, run, and grow their businesses by providing cutting-edge financial and technological tools.

HALA operates multiple entities in UAE, Saudi Arabia, and Egypt, including HALA Payments, HALA Cashier, and HALA Logistics, offering solutions that enable merchants to digitize payments and manage sales and operations.

Founded in 2017, HALA is licensed by the Saudi Arabian Central Bank and the Financial Services Regulatory Authority (FSRA) in Abu Dhabi Global Market.

The Job in a Nutshell

The Call Center Quality Specialist is responsible for evaluating and monitoring agent performance, ensuring compliance with quality standards, and identifying areas for improvement to enhance service delivery.

What You Will Do

1. Monitor and review agent calls, chats, and emails to assess quality and adherence to service standards.
2. Provide feedback to agents based on quality assessments and identify training needs.
3. Collaborate with Team Leaders and Training Supervisors to address gaps and improve performance.
4. Develop and maintain quality scoring metrics and documentation.
5. Generate reports on quality performance and suggest initiatives for improvement.

What Are We Looking For

1. Saudi National
2. Bachelor's degree in Business Administration or equivalent fields
3. 2+ years of experience in a quality assurance role, preferably within a Contact Center.
4. Attention to detail and strong analytical skills.
5. Familiarity with CRM, Contact Center software, and quality monitoring tools.
6. Languages: English and Arabic

What We Offer You

We believe you will love working at HALA!

• An inclusive and diverse culture that encourages innovation and flexibility in remote, in-office, and hybrid work setups.
• Highly competitive compensation packages, including the potential for shares.
• Focus on personal development with regular training and an annual learning stipend.
• Opportunity to work with a talented team of over 30 nationalities across 7 countries in an exciting industry.
• Autonomy, mentoring, and challenging goals fostering growth for you and the company.
• Responsibility and trust, believing that the best results come from giving people the freedom to do what they think is best.

If you think you have what it takes to join our remarkable team, #apply_now.