Contact Center Quality Assurance & Training Specialist

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

Quality Assurance (QA):

• Monitor & Evaluate: Regularly monitor and assess agent interactions (calls, emails, chats, etc.) against our established quality assurance scorecard and company standards.
• Provide Coaching & Feedback: Deliver constructive, one-on-one and group coaching sessions to agents based on QA findings to drive performance improvement.
• Identify Trends: Analyze quality data to identify trends, agent skill gaps, and areas for process improvement at both individual and team levels.
• Reporting: Compile and distribute regular QA performance reports for agents, team leaders, and management, highlighting key metrics and insights.
• Calibration: Lead and participate in calibration sessions with operations leadership to ensure scoring consistency and a shared understanding of quality standards.

Training & Development

• Content Creation: Design, develop, and update engaging training materials, including new hire onboarding curricula, ongoing refresher modules, job aids, and e-learning content.
• Training Delivery: Facilitate dynamic and effective training sessions (in-person and virtual) on topics such as product knowledge, systems, customer service skills, and sales techniques.
• Needs Analysis: Collaborate with contact center leadership to identify knowledge gaps and training needs based on QA data, agent feedback, and business changes.
• Assess Effectiveness: Measure the impact of training programs through assessments, surveys, and post-training performance analysis to ensure knowledge retention and application.

Qualifications & Skills

Required

• Experience: 2-3 years of experience in a contact center environment, with at least 1 year in a dedicated QA or training role.
• Coaching Prowess: Proven ability to provide effective, constructive, and motivating feedback.
• Communication Skills: Exceptional verbal and written communication skills, with the ability to present information clearly and confidently to diverse audiences.
• Analytical Mindset: Strong analytical and problem-solving skills with the ability to interpret data and identify performance trends.
• Tech-Savvy: Proficient in Microsoft Office Suite (Word, Excel, PowerPoint) and familiar with common contact center technologies (CRM, QA software).

Preferred

• Bachelor’s degree in Communication, Education, Business, or a related field.
• Experience with instructional design principles and learning management systems (LMS).
• Certification in training, coaching, or quality management (e.g., COPC, ATD).
• Experience in an e-commerce and skincare environment.