Quality Assurance & Process Improvement Specialist

Everhires; Riyadh; On-site; SAR 100,000 - 180,000; Full time

Job summary

Everhires is seeking a Quality Assurance Specialist to establish and maintain QA frameworks across operations. You will evaluate workflows, conduct audits, and drive CAPA initiatives to improve service quality and operational efficiency.

Responsibilities include auditing calls and interactions, updating SOPs, and producing management dashboards. A data-driven, detail-oriented professional with 2–5 years in QA is preferred.

Qualifications

• Bachelor's degree in Quality Assurance, Quality Management, Business Administration, Industrial Engineering, or a related discipline.
• 2–5 years of experience in quality assurance, process auditing, or quality monitoring within a corporate or contact center environment.
• Certifications such as CQA or ISO 9001 Lead Auditor are preferred.

Responsibilities

• QA Framework Implementation: Implement and maintain quality assurance policies, evaluation standards, and audit frameworks across operational units.
• Call & Interaction Quality Auditing: Monitor and evaluate customer service calls, chats, and ticketing interactions using QA scorecards.
• Process & Compliance Audits: Conduct regular internal audits of operational processes and document gaps.
• SOP & Documentation Control: Standardize and update SOPs and quality manuals.
• Root Cause & Defect Analysis: Conduct RCA on operational failures and customer complaints to identify underlying issues.
• Continuous Improvement (CAPA): Lead CAPA initiatives and track quality performance metrics.
• Coaching & QA Calibration: Conduct calibration sessions to ensure consistent evaluation standards.
• Reporting & Quality Dashboards: Prepare daily, weekly, and monthly quality reports for management.
• Standards & Certification Support: Support ISO 9001 and related standards.

Skills

QA expertise

Data analysis

Root cause analysis

Communication

Attention to detail

Education

Bachelor's degree in Quality Assurance/Quality Management or related field

Tools

QA software

CRM platforms

Call recording systems

Job description

Everhires is seeking a Quality Assurance Specialist to establish and maintain QA frameworks across operations. You will evaluate workflows, conduct audits, and drive CAPA initiatives to improve service quality and operational efficiency.

Responsibilities include auditing calls and interactions, updating SOPs, and producing management dashboards. A data-driven, detail-oriented professional with 2–5 years in QA is preferred.