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Job Title: Quality Analyst
Job Category: Customer Service - Support and Assistance  [ View All Customer Service - Support and Assistance Jobs ]
Job Location: Al-Riyadh - Al-Riyadh Province
Post Date: 05/19/2016
Job description:
Role & Responsibility
•        Adhering to Quality benchmarks set up the client
•        Calibrating calls and transactions with client quality teams
•        Providing coaching and feedback to the agents
•        Supporting training team in Training needs Analysis
•        Ensure extreme focus on Customer Satisfaction
•        Drive continuous improvement in service delivery through deep understanding of the client business environment and client expectations
•        Continuously deliver operational excellence and drive efficiency metrics for customers and employees
Skills and Core Competencies
•        Proficient in English (mandatory)
•        Proficient in Arabic (written and spoken) mandatory
•        Typing speed of 30 words per minute
•        Local KSA citizens will be preferred
•        Having track record of process improvement in service delivery through Process Improvement Initiatives
•        Analytical, execution-focused bent of mind, and strong numbers orientation
Work Timings
It is a 24*7 operational environment & the resource may be asked to work in a rotational shift.
  • Bachelor Degree or higher
  • 3-6 years' experience in telecom / IT contact center operations in Middle East, US or UK
  • With minimum 2 years' experience in Quality audit in a contact center environment
Language requirements:
  • English-fluent
Employment type:
  • Full Time
Salary Range: 13,000 S.R.
Basic Requirements
Gender: Male
This Job Available For: Saudi OR Residence
Minimum Education Level: Bachelor Degree
Minimum Experience Level: Mid Level (4 to 10 Years Experience)
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