Quality Assurance Analyst

Job Overview:

As a Quality Assurance Analyst within the CRM & Contact Centre Department, you will ensure exceptional customer experience through effective quality control and assurance measures. Your role will involve overseeing and enhancing processes within the CRM and Contact Centre functions to uphold service excellence and customer satisfaction.

Responsibilities:

1. Monitor and assess customer interactions (calls, emails, chats, etc.) to ensure they meet predefined quality standards.
2. Identify opportunities for improvement in communication, issue resolution, product knowledge, and process adherence.
3. Prepare and present detailed quality reports, including trends, agent performance metrics, and actionable insights.
4. Maintain accurate records of evaluations and feedback.
5. Provide constructive feedback to agents to enhance their performance and align with company standards.
6. Collaborate with team leaders and supervisors to address recurring quality issues.
7. Work with operations and training teams to improve processes and enhance customer experience.
8. Recommend updates to scripts, workflows, and knowledge bases based on observed trends.
9. Ensure adherence to legal and regulatory requirements as well as internal policies.
10. Report any compliance breaches or risks to management promptly.
11. Support new hire training by identifying skill gaps and providing targeted feedback.
12. Assist in the development of training materials and quality guidelines.
13. Analyze customer feedback and satisfaction surveys to identify areas for improvement.
14. Suggest proactive solutions to enhance the overall customer experience.

Qualifications:

1. In-depth knowledge of CRM systems, Contact Centre operations, and quality assurance methodologies.
2. Strong analytical and problem-solving skills.
3. Effective communication and interpersonal abilities.
4. Detail-oriented with a commitment to maintaining high-quality standards.
5. Familiarity with industry-specific regulations governing CRM and Contact Centre activities.
6. Native Arabic speaker.

Please note that only shortlisted candidates will be contacted. Thank you for your interest in joining AGMC.