Quality Assurance Specialist

Who We Are

Al Marwan Group is a holding company established in 1978. Al Marwan Group has grown a strong diversified portfolio in Real Estate Development & Management, Hospitality, General Contracting, and Heavy Machinery trading of brand new and used equipment for the Construction, Mining, Oil, and Gas industries.

We are currently looking for highly skilled and motivated Quality Assurance Specialists to join our team.

Job Duties

1. Regularly assess sales and tele sales calls to evaluate adherence to scripts, compliance with regulations, and overall effectiveness in customer interactions.
2. Develop and implement quality assessment criteria and tools to evaluate team performance against established benchmarks.
3. Provide constructive feedback to sales and tele sales representatives, offering actionable insights to improve their performance and customer engagement jointly with line managers.
4. Prepare detailed reports on team performance metrics, highlighting areas for improvement and success stories to share with management.
5. Identify trends and areas for improvement within sales processes and customer interactions, recommending solutions to enhance overall quality and efficiency.
6. Monitor customer feedback and satisfaction levels, ensuring that the sales and tele sales teams address customer needs effectively.

Qualifications

Education:

1. Bachelor’s degree in Business, Marketing, or a related field is preferable.

Experience:

1. Proven 3 years experience in quality assurance or performance monitoring, preferably within sales or tele sales environments.

Other Requirements:

1. Excellent analytical skills and attention to detail.
2. Effective communication and interpersonal skills, with the ability to provide constructive feedback.
3. Proficiency in CRM systems and quality monitoring tools.