Quality Assurance, Audit
6 months ago
Our client is a dynamic organization committed to excellence in customer service and performance. 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 service-oriented with problem-solving abilities.
- Detail-oriented with analytical and logical reasoning skills.
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