Quality Assurance Specialist

About the Role

Everhires is seeking a Quality Assurance Specialist to join their team in Riyadh. This full-time role involves establishing, implementing, and maintaining Quality Assurance (QA) frameworks and standards across organizational operations. The specialist will evaluate operational workflows, conduct compliance audits, identify risks and process bottlenecks, and review customer service interactions to ensure high-quality service delivery and continuous process improvement.

Key Responsibilities

• Implement and maintain quality assurance policies, evaluation standards, and audit frameworks across operational units.
• Monitor and evaluate customer service calls, chats, and ticketing interactions using QA scorecards to ensure compliance with Service Level Agreements (SLAs) and established service standards.
• Conduct regular internal audits of operational processes, document compliance gaps, and recommend corrective actions.
• Standardize, update, and maintain Standard Operating Procedures (SOPs) and quality manuals in line with organizational policies.
• Conduct Root Cause Analysis (RCA) on operational failures, service defects, and customer complaints to identify underlying issues and implement preventive measures.
• Lead Corrective and Preventive Action (CAPA) initiatives and track performance metrics to measure quality improvements over time.
• Conduct calibration sessions with team leaders and managers to ensure consistent evaluation standards and provide constructive feedback to support employee development.
• Prepare daily, weekly, and monthly quality reports and performance dashboards for management review.
• Support compliance with international quality management standards, including ISO 9001.

Qualifications and Experience

• Bachelor's degree in Quality Assurance, Quality Management, Business Administration, Industrial Engineering, or a related discipline.
• 2–5 years of experience in quality assurance, process auditing, or quality monitoring within a corporate or contact center environment.

Preferred Certifications

• Certified Quality Auditor (CQA) or ISO 9001 Lead Auditor / Internal Auditor.
• Lean Six Sigma Yellow Belt or Green Belt.
• Certified Quality Improvement Associate (CQIA) or Total Quality Management (TQM).

Technical Skills

• Proficiency in data analysis, reporting tools, and Microsoft Office applications, including Excel, PowerPoint, and Word.
• Hands-on experience with QA software, CRM platforms, and call recording systems.

Core Competencies

• Strong analytical skills and exceptional attention to detail.
• Excellent problem-solving and root cause analysis capabilities.
• Strong written and verbal communication skills.
• Excellent organizational, time management, and multitasking abilities.
• A continuous improvement mindset with a focus on operational efficiency and service quality.