Senior Quality Analyst

DXC Technology; Saudi Arabia; On-site; SAR 60,000 - 80,000; Full time

Job summary

A leading technology solutions provider in Saudi Arabia is seeking a Quality Analyst to ensure customer interactions meet high standards of quality. The role involves auditing customer communications, conducting performance analysis, and collaborating on process improvements. Candidates should have a bachelor's degree in IT or related fields and 3-5 years of quality assurance experience. Excellent analytical and communication skills are essential, along with technical troubleshooting abilities. Attractive benefits and a dynamic work environment are offered.

Qualifications

• Bachelor's degree in IT, Business, or related field (preferred).
• 3-5 years of experience in quality assurance, technical support, or customer service.
• Relevant industry certifications (e.g., ITIL, Six Sigma) are a plus.

Responsibilities

• Conduct regular audits of case logs and customer interactions.
• Monitor CSAT scores and quality scores to identify trends.
• Prepare and present quality reports to stakeholders.

Skills

Strong troubleshooting skills in technical environments

Knowledge of computing, storage, and peripheral devices

Proficiency in case management tools and quality monitoring systems

Ability to analyze data, identify trends

Excellent verbal and written communication in the supported language

Superior customer service skills

Ability to lead resolution activities for escalated cases

Education

Bachelor's degree in IT, Business, or related field

35 years of experience in quality assurance, technical support, or customer service

Relevant industry certifications (e.g., ITIL, Six Sigma)

Job description

Job Description

The Quality Analyst is responsible for ensuring that customer interactions meet the highest standards of quality and compliance. This role involves auditing phone calls, case logs, and other customer contact channels to assess technical accuracy, adherence to policies, and soft skills. The QA will provide actionable feedback to improve agent performance and contribute to the development of quality standards and continuous improvement initiatives.

Key Responsibilities

Quality Monitoring & Auditing

• Conduct regular audits of case logs, and other customer interactions.
• Evaluate interactions for compliance with standards, technical accuracy, and customer service excellence.
• Document findings and maintain accurate quality records.

Performance Analysis

• Monitor CSAT scores, complaints, and quality scores to identify trends.
• Develop and implement Continuous Service Improvement (CSI) plans at process and agent levels.
• Identify focus groups and create individual development plans for underperforming agents.

Process Improvement

• Collaborate with management to refine quality standards and KPIs.
• Provide feedback and recommendations for training and process enhancements.
• Support strategic objectives by aligning quality initiatives with business goals.

Reporting & Communication

• Prepare and present quality reports to stakeholders.
• Communicate improvement plans and progress updates to team leads and management.

Education & Experience

• Bachelor's degree in IT, Business, or related field (preferred).
• 35 years of experience in quality assurance, technical support, or customer service.
• Relevant industry certifications (e.g., ITIL, Six Sigma) are a plus.

Skills & Competencies

• Technical Skills
• Strong troubleshooting skills in technical environments.
• Knowledge of computing, storage, and peripheral devices.
• Proficiency in case management tools and quality monitoring systems.
• Analytical Skills
• Ability to analyze data, identify trends, and propose actionable solutions.
• Strong problem-solving and decision-making capabilities.
• Communication Skills
• Excellent verbal and written communication in the supported language.
• Ability to provide constructive feedback and mentor agents.
• Customer Service Orientation
• Superior customer service skills and ability to manage escalations.
• Leadership & Collaboration
• Ability to lead resolution activities for escalated cases.
• Work effectively with cross-functional teams to achieve quality objectives.