Quality Assurance - Contact Center

Job Title: Quality Analyst - Contact Center

Company: SolexPlus

Location: Riyadh, Riyadh Province, Saudi Arabia

Contact Details: Full-time

Key Responsibilities:

• Monitor and evaluate the quality of interactions between contact center agents and customers through call monitoring, email evaluation, and chat monitoring.
• Identify areas of improvement and provide constructive feedback to agents and management.
• Develop and implement quality assurance processes and procedures to ensure consistency and accuracy in customer interactions.
• Conduct regular audits to ensure compliance with company policies, procedures, and regulatory requirements.
• Collaborate with training and development teams to identify training needs and provide coaching and training to agents.
• Generate reports and analyze data to track performance and identify trends and patterns.
• Participate in calibration sessions with other quality analysts to ensure consistency in evaluation standards.
• Identify and report any system or process issues that may affect quality and customer satisfaction.
• Stay updated with industry best practices and make recommendations for process improvements.

Qualifications:

• Bachelor's degree in a relevant field.
• Minimum of 3 years of experience in a quality assurance role in a contact center environment.
• Strong knowledge of quality assurance processes and methodologies.
• Excellent communication and interpersonal skills.
• Ability to provide constructive feedback and coaching to agents.
• Proficient in using quality monitoring tools and software.
• Analytical mindset with the ability to analyze data and identify trends.
• Knowledge of regulatory requirements and compliance standards.
• Fluent in English and Arabic is preferred.
• Strong attention to detail and time management skills.
• Ability to work independently and in a team environment.