Position: Quality Assurance and Training Specialist in contact center
Location: Riyadh
Position Overview:
The Quality Assurance (QA) and Training Specialist plays a dual role, focusing on maintaining high service standards and ensuring continuous employee development. They will be responsible for monitoring customer interactions, evaluating agent performance, and delivering targeted training programs to enhance agent skills, improve service quality, and meet the company's quality standards. This role involves analyzing quality metrics, identifying training needs, and collaborating with leadership to drive improvement initiatives within the contact center.
Key Responsibilities:
1- Quality Assurance (QA):
- Conduct regular assessments of contact center interactions (calls, emails, chats) to ensure compliance with company standards, policies, and procedures.
- Provide timely and constructive feedback to agents and supervisors on quality performance.
- Collaborate with team leaders and management to implement corrective actions and improvement plans.
2- Training and Development:
- Design and deliver engaging and interactive training programs for new hires, refresher training, and specialized programs based on identified skill gaps.
- Track and assess the effectiveness of training programs through testing, evaluations, and performance assessments.
3- Data Analysis and Reporting:
- Monitor and analyze quality and training metrics to provide insights and recommendations for continuous improvement.
- Create and distribute reports on QA and training results to leadership, identifying trends and areas needing attention.
Qualifications:
- Bachelor's degree in Business, Communications, or a related field.
- Minimum of 1 years of experience in training and quality assurance in a contact center environment.
- Knowledge and experience with COPC standards.
- Excellent communication and interpersonal skills.
- Strong analytical and problem-solving skills.
- Ability to work in a fast-paced, dynamic environment.
- Proficient in Microsoft Office and training software.
- Excellent in English.
- Certification in training and quality assurance is a plus.
