Contact Center Quality Analyst (Al Madinah Al Munawwarah)

We are seeking a Contact Center Quality Analyst responsible for monitoring and evaluating customer interactions to ensure service quality, compliance, and adherence to company standards. This role plays a key part in improving customer experience by identifying performance gaps, providing actionable feedback, and supporting continuous improvement initiatives.

Key Responsibilities:

• Monitor and evaluate inbound and outbound calls, emails, and chat interactions based on defined quality standards.
• Ensure compliance with company policies, procedures, and regulatory requirements.
• Provide detailed feedback and coaching to agents and team leaders to improve performance.
• Identify trends, gaps, and areas for improvement in customer interactions and processes.
• Prepare and present quality reports, scorecards, and insights to management.
• Collaborate with training and operations teams to develop targeted coaching and training programs.
• Participate in calibration sessions to ensure scoring consistency and fairness.
• Support continuous improvement initiatives to enhance customer satisfaction and operational efficiency.

Requirements:

• Minimum 1–3 years of experience in a contact center environment, preferably in a quality assurance role.
• Strong understanding of call center KPIs, quality frameworks, and customer service standards.
• Experience in call monitoring tools and quality management systems.
• Bachelor’s degree preferred (or equivalent experience).

Skills:

• Strong analytical and attention-to-detail skills.
• Excellent listening, communication, and feedback delivery abilities.
• Ability to evaluate performance objectively and provide constructive coaching.
• Good reporting and data analysis skills.
• Time management and ability to handle multiple evaluations efficiently.
• Strong interpersonal skills and ability to work collaboratively with teams.