Quality Analyst
 

Role & Responsibility

· Adhering to Quality benchmarks set up the client
· Calibrating calls and transactions with client quality teams
· Providing coaching and feedback to the agents
· Supporting training team in Training needs Analysis
· Ensure extreme focus on Customer Satisfaction
· ***** continuous improvement in service delivery through deep understanding of the client business environment and client expectations
· Continuously deliver operational excellence and ***** efficiency metrics for customers and employees

Skills and Core Competencies
· Proficient in English (mandatory)
· Proficient in Arabic (written and spoken) mandatory
· Typing speed of 30 words per minute
· Local KSA citizens will be preferred
· Having track record of process improvement in service delivery through Process Improvement Initiatives
· Analytical, execution-focused bent of mind, and strong numbers orientation

Qualification
Bachelor Degree or higher.
3-6 years’ experience in telecom / IT contact center operations in Middle East, US or UK.
With minimum 2 years’ experience in Quality audit in a contact center environment.

Work Timings
It is a 24*7 operational environment & the resource may be asked to work in a rotational shift.

Advantages

Attractive salaries and other personal interview

Please send your CV to the email

malenazy26@gmail.com

رد: Quality Analyst