Contact Center Quality Specialist

We are looking for a Quality Specialist to monitor and evaluate call center performance, ensure compliance with quality standards, and identify opportunities to improve customer experience and operational performance. Key Responsibilities - Monitor and evaluate customer interactions to ensure compliance with established quality standards and procedures. - Conduct quality assessments and provide accurate feedback on employee performance. - Monitor call center performance against established quality and operational standards, including COPC, where applicable. - Identify performance gaps, recurring issues, and areas for improvement. - Prepare and analyze quality reports, KPIs, and performance trends. - Work closely with Training, Operations, and Customer Experience teams to address performance gaps and training needs. - Support the development and implementation of quality improvement initiatives. - Ensure quality evaluation processes are applied consistently and accurately. - Maintain accurate quality records, reports, and documentation. Requirements - Diploma or Bachelor’s degree in Business Administration, Management, Quality Management, or a related field. - 2+ years of experience in Call Center Quality, Customer Experience, Customer Service, or a related field. - Knowledge of COPC or HPMT (High Performance Management Techniques) certification is an advantage. - Good command of English, both written and spoken. - Strong analytical and problem-solving skills. - Excellent attention to detail and accuracy. - Good knowledge of Microsoft Office, especially Excel and PowerPoint. - Ability to analyze performance data and prepare quality reports. - Strong communication, presentation, and interpersonal skills. - Ability to provide constructive feedback and work effectively with different teams.

• Agentic AI in Contact Center

  Riyadh, Riyadh, Saudi Arabia