Quality Analyst

CANDIDATE PROFILE

You have outstanding customer service skills, dedication and commitment to provide exceptional customer care to the program assigned. You are process and compliance driven, well-organized are able to listen intently, demonstrate understanding, and participate in the generation of solutions.

• 1+ years’ experience in a contact center environment with at least 6 months as a Quality reviewer, monitoring calls and providing feedback preferably for an inbound (voice) program in a banking / insurance / telecom / healthcare or any service industry.
• A bilingual fluent English and Arabic speaker (ability to write, listen and speak needed).
• Strong Communication and Interpersonal skills.
• Graduate preferred in any stream and above. A combination of education and experience may be substituted and/or considered in lieu of the bachelor’s degree.
• Passion for management and review of all quality issues to include training, customer service, communication, workflow, reporting, SLA’s, coaching, appraisals, etc.
• Flexible to work in any schedule, nights, days and weekends with varying shifts or when covering another Quality Analyst as back-up.
• Empathetic approach and mindset.
• Genuine curiosity and desire to understand and to know why.
• Proficiency with technology, especially computers, software applications, and phone systems.
• Comfortable in working with individuals and team/s remotely.