Customer Experience QA Analyst

Ananinja; Riyadh; On-site; SAR 100,000 - 145,000; Full time

Job summary

Ananinja in Riyadh, Saudi Arabia is seeking a Quality Assurance Specialist to monitor, evaluate, and analyze customer service interactions across multiple channels, ensuring compliance with quality standards, policies, and SOPs while supporting an excellent customer experience.

The role will conduct quality evaluations, prepare performance reports, monitor KPIs, identify performance gaps, and provide data-driven insights to support continuous improvement.

Qualifications

• Minimum 1 year of experience in Customer Service/Contact Center Quality Assurance (QA).
• Fluent in English.
• Advanced proficiency in Microsoft Excel.
• Experience with QA/customer service platforms is preferred.

Responsibilities

• Conduct daily multi-channel quality evaluations against approved scorecards.
• Track KPIs and analyze quality trends.
• Identify coaching needs and recurring errors.
• Prepare daily, weekly, and monthly performance reports using Microsoft Excel.
• Participate in calibration sessions to ensure evaluation accuracy and consistency.
• Collaborate with trainers and management to enhance service quality.

Skills

Customer Service QA

Excel proficiency

Data analysis

Communication

Problem-solving

Tools

Microsoft Excel

QA platforms

Job description

Ananinja in Riyadh, Saudi Arabia is seeking a Quality Assurance Specialist to monitor, evaluate, and analyze customer service interactions across multiple channels, ensuring compliance with quality standards, policies, and SOPs while supporting an excellent customer experience.

The role will conduct quality evaluations, prepare performance reports, monitor KPIs, identify performance gaps, and provide data-driven insights to support continuous improvement.