Quality Assurance Specialist
Ninja 🥷🏽 نينجا · Riyad
Job description
About the role
We are seeking a Quality Assurance Specialist to monitor, evaluate, and analyse customer service interactions across multiple channels. The role ensures compliance with quality standards, company policies, and SOPs while supporting an excellent customer experience.
Key responsibilities
- Conduct daily multi‑channel quality evaluations using approved scorecards.
- Track KPIs, analyse quality trends and identify performance gaps.
- Prepare daily, weekly and monthly performance reports in Microsoft Excel.
- Participate in calibration sessions to maintain evaluation accuracy and consistency.
- Collaborate with trainers, team leaders and management to drive service‑quality improvements.
- Escalate critical risks and ensure adherence to complaint‑handling procedures.
Required profile
- Minimum 1 year of experience in Customer Service or Contact‑Center Quality Assurance.
- Fluent in English.
- Advanced proficiency in Microsoft Excel.
- Strong analytical, communication, feedback‑delivery and problem‑solving abilities.
- High attention to detail.
Required skills
- Microsoft Excel (advanced)
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Published 1 month ago
Expires 1 week from now
52 views · 0 interested
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Ninja 🥷🏽 نينجا
Riyad