Quality Assurance Specialist📣 Job Ad

About Ninja 🥷🏽 نينجا and the Role

Ninja 🥷🏽 نينجا is seeking a Quality Assurance Specialist to join our team in Riyadh, Saudi Arabia. This full-time position is central to maintaining high standards across our customer service operations by monitoring, evaluating, and analyzing customer interactions across multiple channels.

Role Purpose and Contribution

The Quality Assurance Specialist ensures strict compliance with established quality standards, company policies, and Standard Operating Procedures (SOPs). This role directly contributes to an excellent customer experience by identifying areas for improvement and providing data-driven insights. The specialist will conduct thorough quality evaluations, prepare comprehensive performance reports, and monitor Key Performance Indicators (KPIs) to support the continuous enhancement of service quality.

Key Responsibilities

• Ensure adherence to company policies, SOPs, and complaint-handling procedures, escalating critical risks when required.
• Conduct daily multi-channel quality evaluations against approved scorecards.
• Track KPIs and analyze quality trends to identify patterns and areas for improvement.
• Identify specific coaching needs and recurring errors within customer service interactions.
• Prepare daily, weekly, and monthly performance reports utilizing Microsoft Excel.
• Participate actively in calibration sessions to ensure evaluation accuracy and consistency across the team.
• Collaborate with trainers, team leaders, and management to enhance overall service quality and customer satisfaction.

Required Qualifications

• Minimum of 1 year of experience in Customer Service or Contact Center Quality Assurance (QA).
• Advanced proficiency in Microsoft Excel is essential for data analysis and reporting.
• Experience with QA or customer service platforms is preferred.

Essential Skills and Attributes

• Strong analytical skills to interpret data and identify performance gaps.
• Effective communication skills for collaborating with various stakeholders and delivering feedback.
• Proficiency in delivering constructive feedback.
• Robust problem-solving abilities to address quality issues.
• High attention to detail to ensure accuracy in evaluations and reports.

Work Setting

This is a full-time position based in Riyadh, Saudi Arabia, offering an opportunity to contribute to customer service excellence within a dynamic environment. Qualified candidates are invited to apply.