Quality Specialist📣 Job Ad

in Keeta

21 days ago

	Contract Type	Full-time
	Workplace type	On-site
	Location	Riyadh

Join Our Team as a Quality Specialist!
Keeta is committed to helping people eat better and live better through our innovative food and consumer product delivery services. Since our inception in 2023, we have been focused on creating value for the communities we serve and enhancing experiences for our customers and courier partners alike.

What You'll Do:

Evaluation & Monitoring: Systematically monitor and evaluate agent interactions across email, chat, and voice calls. Identify failures and recommend action plans to communicate results.
Coaching & Feedback: Provide constructive feedback to agents and participate in coaching sessions to enhance skills. Conduct calibration sessions for quality assessment consistency.
Quality Assurance Contribution: Develop and maintain quality assurance standards, identify performance trends, and support operations as needed.
Training Support: Work with the training team to identify needs based on monitoring findings and assist in developing training programs.
Performance Reporting: Present insights to management and generate reports on quality metrics and customer satisfaction.
Compliance & Best Practices: Ensure compliance with industry standards and promote a culture of quality within customer service.

What We Need From You:

Proven experience (typically 2+ years) in a quality assurance role or senior agent role in a contact center environment.
Fluency in Arabic & English; knowledge of Mandarin is a plus.
Strong understanding of quality assurance methodologies.
Experience with monitoring interactions and designing scorecards.
Excellent analytical, problem-solving, and communication skills.
Familiarity with quality monitoring tools and CRM systems.
Ability to work independently and collaboratively.
Passion for delivering exceptional customer experience.

Why Join Us?
Be a part of Keeta's journey in shaping operational strategies that drive our success. Collaborate with professionals globally and play a key role in crafting impactful strategies that enhance customer experience. We look forward to having you on our team and embarking on this exciting journey together!

Requirements

Requires 2-5 Years experience

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