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Quality Assurance, Audit
1 week ago
If you have a passion for quality assurance and training, along with experience in call centre operations, we want to hear from you.
Responsibilities:
- Monitor and assess calls and chats for compliance with protocols and quality parameters.
- Design, approve, and evaluate training programs and materials for internal teams.
- Conduct Training Needs Analysis and develop quarterly/annual training plans.
- Provide training and feedback to team leaders and employees.
- Coordinate with marketing operations to ensure KPIs are met.
- Identify areas of development and underperformance and take corrective actions.
- Support performance management systems to enhance marketing performance.
- Prepare and analyse quality reports through CRM.
- Manage performance reviews and comments for QA team members.
Requirements:
- Bachelor's degree in any related field.
- Minimum 3 years of experience in contact centre, banking, or governance roles.
- Strong communication skills in English; Arabic proficiency is an advantage.
- Experience in Customer Relationship Management (CRM) and Quality Assurance.
- Trainer the trainer certification is a plus.
- Strong verbal and written communication skills.
- Customer serviceoriented with problemsolving abilities.
- Detailoriented with analytical and logical reasoning skills.
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