Call Center Agent📣 Job Ad

About HALA
HALA is a leading fintech player in the MENAP region that aims to redefine financial services and build the future bank of SMEs. HALA aims at empowering SMEs to start, run, and grow their businesses by providing them with cutting-edge financial and technological tools.

The Job in a Nutshell
The Call Center Quality Specialist is responsible for evaluating and monitoring agent performance, ensuring compliance with quality standards and identifying improvement areas to enhance service delivery.

What You Will Do

• Monitor and review agent calls, chats, and emails to assess quality and adherence to service standards.
• Provide feedback to agents based on quality assessments and identify training needs.
• Collaborate with Team Leaders and Training Supervisors to address gaps and improve performance.
• Develop and maintain quality scoring metrics and documentation.
• Generate reports on quality performance and suggest initiatives for improvement.

What Are We Looking For

• Saudi National
• Bachelor’s degree in Business Administration, or equivalent fields of studies
• 2+ years of experience in a quality assurance role, preferably within a Contact Center.
• Attention to detail and strong analytical skills.
• Familiarity with CRM and Contact Center software and quality monitoring tools.
• Languages: English and Arabic

What We Offer You

• Inclusive and diverse culture that encourages innovation and flexibility in remote, in-office, and hybrid work setups.
• Highly competitive compensation packages, including the potential for shares.
• Regular training and an annual learning stipend.
• Work with a talented team of over 30 nationalities across 7 countries.
• Autonomy, mentoring, and challenging goals.

Join us as we continue to support SMEs in their journey toward success and redefine the banking landscape with integrity and creativity.