Quality Assurance Specialist

About the role

We are seeking a Quality Assurance Specialist to monitor and evaluate inbound and outbound calls, ensuring compliance with company policies, regulatory standards, and quality benchmarks. The role works closely with training and operations teams to drive continuous improvement in agent performance.

Key responsibilities

• Monitor and evaluate inbound and outbound calls for adherence to policies, procedures, and quality standards.
• Maintain and update QA scorecards and related documentation.
• Identify performance trends and deliver actionable insights to management.
• Collaborate with training and operations to enhance agent knowledge and performance.
• Ensure compliance with regulatory and customer service standards, including data privacy and confidentiality.
• Generate daily, weekly, and monthly QA reports and dashboards.

Required profile

• Bachelor’s degree in Business Administration, Communications, or a related field.
• 2–4 years of experience in quality assurance or call‑center environments, preferably within a BPO.
• Strong verbal and written communication skills in Arabic and English.
• Ability to provide constructive feedback and manage multiple tasks under tight deadlines.
• Team player with strong interpersonal and coaching abilities.

Required skills