Quality Assurance

Quality Assurance

Job Description

Job Role and Responsibilities
Review and assess customer service calls, emails, chat interactions, and other communication channels to ensure compliance with company standards and protocols. Use quality monitoring tools and scorecards to track and rate the performance of customer service representatives. Analyze trends and patterns in customer interactions to identify common issues or knowledge gaps. Work with the training department to develop or update training materials that address identified gaps. Ensure that customer interactions comply with company policies, legal regulations, and industry standards (e.g., data protection, confidentiality). Collaborate with leadership to refine the customer experience strategy based on quality assurance insights. Contribute to the creation of a customer-centric culture within the organization. Maintain and update QA tools and systems, ensuring they are effectively used for monitoring and reporting. Suggest and implement improvements to these tools for better accuracy and efficiency. Assist in resolving complex customer issues or complaints that require higher-level attention. Provide root cause analysis and suggest preventive measures to avoid future escalations. Identify opportunities for process enhancements to improve efficiency, reduce errors, and enhance the overall customer experience. Implement best practices and stay informed about industry trends in customer experience quality assurance. Work closely with other departments (e.g., Operations, Training, and Product Development) to ensure that feedback from quality assurance is incorporated into overall business strategies. Participate in meetings to discuss quality trends and suggest process improvements. Generate reports on quality metrics, agent performance, and customer satisfaction scores. Provide insights and recommendations based on data analysis to drive continuous improvement in customer experience.

Financial/Budget Responsibilities

Manage relationships with vendors who provide quality assurance tools or services. Negotiate contracts and pricing with vendors to ensure the best value for the organization. Monitor vendor performance to ensure that the services provided meet expectations and are cost-effective .

Qualifications, Experience, & Skills

Bachelor’s degree
MIS
Job Location Riyadh, Saudi Arabia Job Role Customer Service and Call Center Years of Experience Min: 2 Max: 3 Residence Location Riyadh, Saudi Arabia