Contact Center Quality Specialist📣 Job Ad

About the Role: Contact Center Quality Specialist

2P Perfect Presentation is seeking a Contact Center Quality Specialist to join our team in Riyadh. This full-time role focuses on monitoring and evaluating call center performance to ensure adherence to quality standards and identify areas for improving customer experience and operational efficiency. The position requires 2-5 years of relevant experience.

Key Responsibilities

• Monitor and evaluate customer interactions to ensure compliance with established quality standards and procedures.
• Conduct quality assessments and provide accurate feedback on employee performance.
• Monitor call center performance against established quality and operational standards, including COPC where applicable.
• Identify performance gaps, recurring issues, and areas for improvement.
• Prepare and analyze quality reports, KPIs, and performance trends.
• Collaborate with Training, Operations, and Customer Experience teams to address performance gaps and training needs.
• Support the development and implementation of quality improvement initiatives.
• Ensure quality evaluation processes are applied consistently and accurately.
• Maintain accurate quality records, reports, and documentation.

Qualifications and Experience

• Diploma or Bachelor’s degree in Business Administration, Management, Quality Management, or a related field.
• 2+ years of experience in Call Center Quality, Customer Experience, Customer Service, or a related field.
• Knowledge of COPC or HPMT (High Performance Management Techniques) certification is an advantage.

Required Skills

• Good command of English, both written and spoken.
• Strong analytical and problem-solving skills.
• Excellent attention to detail and accuracy.
• Good knowledge of Microsoft Office, especially Excel and PowerPoint.
• Ability to analyze performance data and prepare quality reports.
• Strong communication, presentation, and interpersonal skills.
• Ability to provide constructive feedback and work effectively with different teams.

Work Environment

This is a full-time position based in Riyadh, focusing on maintaining and improving quality standards within the contact center operations.