Job Title: Quality Analyst - Contact Center
Company: SolexPlus
Location: Riyadh, Riyadh Province, Saudi Arabia
Contact Details: Full-time
Key Responsibilities:
- Monitor and evaluate the quality of interactions between contact center agents and customers through call monitoring, email evaluation, and chat monitoring
- Identify areas of improvement and provide constructive feedback to agents and management
- Develop and implement quality assurance processes and procedures to ensure consistency and accuracy in customer interactions
- Conduct regular audits to ensure compliance with company policies, procedures, and regulatory requirements
- Collaborate with training and development teams to identify training needs and provide coaching and training to agents
- Generate reports and analyze data to track performance and identify trends and patterns
- Participate in calibration sessions with other quality analysts to ensure consistency in evaluation standards
- Identify and report any system or process issues that may affect quality and customer satisfaction
- Stay updated with industry best practices and make recommendations for process improvements
Qualifications:
- Bachelor's degree in a relevant field
- Minimum of 3 years of experience in a quality assurance role in a contact center environment
- Strong knowledge of quality assurance processes and methodologies
- Excellent communication and interpersonal skills
- Ability to provide constructive feedback and coaching to agents
- Proficient in using quality monitoring tools and software
- Analytical mindset with the ability to analyze data and identify trends
- Knowledge of regulatory requirements and compliance standards
- Fluent in English and Arabic is preferred
- Strong attention to detail and time management skills
- Ability to work independently and in a team environment
