Contact Center QA & Training Lead

Opus; Riyadh; On-site; SAR 60,000 - 90,000; Full time

Job summary

Opus in Riyadh is seeking a Quality Assurance (QA) and Training specialist to elevate customer interactions across channels. You will monitor calls, emails, and chats, provide coaching, and analyze data to drive performance improvements.

You will design training materials, deliver sessions both in-person and virtually, and partner with leadership to close knowledge gaps and maintain high QA standards in a fast-paced ecommerce skincare context.

Qualifications

• 2-3 years of experience in a contact center, with at least 1 year in QA or training.
• Proven ability to provide effective, constructive, and motivating feedback.
• Exceptional verbal and written communication skills; ability to present to diverse audiences.
• Strong analytical and problem-solving skills with data interpretation.
• Proficient in Microsoft Office and familiar with CRM/QA tools.

Responsibilities

• Monitor & evaluate agent interactions against QA scorecards and standards.
• Provide coaching sessions to agents and groups based on QA findings.
• Identify trends, skill gaps, and improvement opportunities at individual and team levels.
• Compile and distribute regular QA performance reports with insights for agents and management.
• Lead calibration sessions to ensure scoring consistency across teams.

Skills

Coaching prowess

Communication skills

Analytical mindset

Tech-savvy

Education

Bachelor’s degree

Tools

CRM

QA software

Microsoft Office

Job description

Opus in Riyadh is seeking a Quality Assurance (QA) and Training specialist to elevate customer interactions across channels. You will monitor calls, emails, and chats, provide coaching, and analyze data to drive performance improvements.

You will design training materials, deliver sessions both in-person and virtually, and partner with leadership to close knowledge gaps and maintain high QA standards in a fast-paced ecommerce skincare context.