Contact Center Quality Sr. Specialist📣 Job Ad

About Holool Aloula

Holool Aloula (NCBS National Company for Business Solutions) is seeking a Contact Center Quality Sr. Specialist to join their team in Riyadh, Saudi Arabia. This full-time role is central to maintaining and enhancing the quality of customer interactions across all contact center operations.

Role Overview

The Contact Center Quality Sr. Specialist is responsible for ensuring and improving the overall quality of customer interactions. This involves overseeing quality monitoring, conducting performance analysis, providing coaching, ensuring compliance, and driving continuous improvement initiatives. The specialist will also support the effective performance and development of the Quality team.

Key Responsibilities

• Monitor and evaluate customer interactions against established quality standards and scorecards.
• Ensure compliance with company policies, procedures, quality standards, and client requirements.
• Identify performance gaps and recurring quality issues through monitoring and data analysis.
• Provide feedback, coaching, and recommendations to improve agent performance.
• Prepare and analyze quality reports, Key Performance Indicators (KPIs), and performance trends.
• Conduct calibration sessions to ensure consistency and accuracy in quality evaluations.
• Collaborate with Operations and Training teams to address quality and performance gaps.
• Conduct root cause analysis and support corrective and continuous improvement initiatives.
• Monitor quality performance and recommend actions to achieve quality targets.
• Support the development and improvement of quality standards, processes, and evaluation criteria.
• Guide and support Quality Specialists, ensuring effective execution of quality activities.
• Support workload distribution, team performance monitoring, and quality-related initiatives when required.

Required Experience

Candidates for this role should possess 5 to 10 years of relevant experience in contact center quality assurance or a similar field.

Work Environment and Location

This is a full-time position based in Riyadh, Saudi Arabia.

Application Information

Interested candidates are encouraged to apply.