Senior Quality Assurance Analyst

About the role

We are seeking a Senior Quality Assurance Analyst to lead quality initiatives across our Call Centers and Billing Operations in Riyadh. The role ensures consistent customer service excellence, drives performance improvements, and supports compliance with STC standards.

Key responsibilities

• Manage quality of calls across Call Centers & Billing Operations through sampling to ensure consistency and quality of customer service.
• Conduct mystery calls to spot‑check Call Center performance.
• Oversee agent interaction quality using a closed‑loop QA system, including call monitoring and KPI tracking.
• Capture training needs and communicate them to the Training department.
• Implement and manage shift scheduling.
• Develop initiatives to measure and improve quality across Customer Care.
• Record employee performance using a comprehensive performance model.
• Monitor Call Center KPIs, perform root‑cause analysis, and escalate issues as needed.
• Ensure STC customer experience and satisfaction standards are followed by partners.
• Prepare investigation reports and update senior management on inspection‑related issues.
• Conduct planned and unplanned audits and business reviews to address non‑compliance.
• Escalate system issues promptly.
• Develop and improve Customer Care processes.
• Audit implementation of policies and procedures in Call Centers.
• Create new procedures and policies when required.
• Provide proactive quality management support to assigned projects.

Required profile

• Bachelor’s degree in Business Administration, Engineering or a related discipline.
• 2‑4 years of experience in quality or knowledge management within the technology/telecommunication industry.
• Intermediate proficiency in business acumen, STC products/services, sales planning and process, and recognizing customer needs.

Required skills