Job Summary:

The Call Center Quality Engineer is responsible for monitoring, evaluating, and enhancing the performance of customer service representatives (CSRs) to ensure high- quality service delivery in line with company standards. This role supports continuous improvement by identifying training needs, tracking compliance with procedures, and providing actionable feedback.

Key Responsibilities:·
Quality Monitoring & Evaluation:

o Monitor inbound and outbound calls, chats, and emails to assess service quality, accuracy, and compliance with internal policies.

o Evaluate agent performance using predefined quality scoring criteria.

o Maintain accurate quality records and generate regular quality reports.

· Feedback & Coaching:

o Provide constructive feedback and coaching to agents based on performance gaps and areas of improvement.

o Conduct calibration sessions with supervisors and team leaders to ensure consistency in scoring.

· Process Compliance & Improvement:

o Ensure adherence to company scripts, regulatory requirements, and call handling procedures.

o Identify common issues and recommend process improvements to enhance service quality.

o Collaborate with quality teams to develop materials based on QA findings.

· Reporting & Analysis:

o Prepare weekly and monthly quality performance reports.

o Analyze trends, root causes, and propose actionable improvements to enhance customer satisfaction.

· Customer Experience Focus:

o Support initiatives to improve customer satisfaction scores (e.g., CSAT, NPS, FCR).

o Monitor and escalate critical or unresolved issues affecting customer experience

Qualifications & Requirements:

• · Bachelor’s degree in IT, Business Administration, Communications, or related field.
• · Minimum 2 years of experience in a call center environment, preferably in a QA or supervisory role.
• · Strong knowledge of quality monitoring tools and techniques.
• · Excellent listening, analytical, and communication skills.
• · Proficiency in CRM and call center software (e.g., 3CX, Genesys, Avaya, Zendesk).
• · Ability to listen to a large number of calls on daily basis.
• · Ability to provide objective and actionable feedback.
• · Strong attention to detail and a commitment to continuous improvement.
• · Fluency in English and Arabic Language, both written and verbal.

To Apply:

Send your CV with Subject: “Application – Call Center Quality Engineer”