Quality Analysis Specialist

About FlyAkeed:

FlyAkeed is an online platform that helps people book flights and hotels easily. We started in 2017 and are based in Riyadh, Saudi Arabia. Our travel solution simplifies the process of planning and handling work-related travel.

Highlights:

Current funding stage: Series A

FlyAkeed is supported by: PIF subsidiary Sanabil Investments, Elm, Artal Capital, Alrajhi Partners.

As a Quality Analysis Senior Specialist at FlyAkeed, you will be integral in ensuring our services meet the highest standards of quality and reliability. Your role will involve designing and implementing quality assurance processes, conducting thorough analyses, and leveraging data to drive improvements across our products and services. You will collaborate closely with the development and operations teams to identify areas for enhancement and ensure compliance with regulatory standards.

• Monitor and Evaluate Performance: Assess calls, chats, and other customer interactions to ensure quality standards are met.
• Conduct Quality Audits: Perform regular quality checks and compliance audits to identify areas for improvement.
• Analyze Quality Data: Utilize statistical tools and reporting systems to analyze trends and provide insights.
• Provide Feedback & Coaching: Deliver constructive feedback and coaching sessions to agents to enhance performance.
• Develop Quality Standards: Assist in defining and refining quality assurance guidelines and best practices.
• Support Process Improvement: Identify process gaps and recommend improvements using quality methodologies (e.g., Six Sigma, ISO).
• Collaborate with Teams: Work closely with operations, training, and management to align quality goals with business objectives.
• Create Reports & Documentation: Maintain accurate records of quality evaluations, trends, and agent performance metrics.
• Ensure Compliance: Ensure adherence to industry regulations, company policies, and service level agreements (SLAs).