Quality Assurance Specialist

职位描述

- Lead the systematic monitoring and evaluation of agent interactions across email, chat, and voice channels, ensuring adherence to established quality standards, process requirements, and performance KPIs.

-Oversee the end-to-end governance of quality metrics, including accuracy, fatal error rates, compliance scores, CSAT/DSAT drivers, and adoption performance.

-Identify failures and potential risks; recommend and drive preventive and corrective actions with internal teams and vendor partners through structured governance routines.

-Conduct detailed root-cause analyses on quality gaps, DSAT trends, and complaints to drive sustainable improvements in customer experience.

-Manage and oversee the quality performance of all BPO/vendor partners to ensure consistent delivery aligned with CX, operational, and compliance standards.

-Lead vendor performance reviews, quality-focused WBRs, calibration alignment, and post-audit accuracy assessments to ensure accountability and continuous improvement.

-Drive vendor improvement initiatives focused on reducing errors, improving efficiency, enhancing compliance, and optimizing cost-to-serve.

-Guide vendors in implementing action plans, ensuring adherence to governance structures, timelines, and performance expectations.

-Lead internal and external calibrations, including DSAT-specific calibration sessions, ensuring aligned scoring, consistent interpretation of criteria, and evaluation accuracy.

-Provide structured, objective feedback to agents and vendor teams, highlighting strengths, gaps, and developmental priorities.

-Work closely with operations to support coaching strategies, floor readiness, and performance uplift initiatives.

-Identify performance patterns and quality trends, proposing systemic improvements and process optimization opportunities.

-Develop and present comprehensive reports on quality metrics, fatal error rates, DSAT insights, and agent/vendor performance trends.

-Deliver actionable, data-driven recommendations to leadership and cross-functional stakeholders.

-Track and document the progress of quality initiatives, ensuring timely execution and measurable impact.

-Act as a subject matter expert on QA standards and customer experience best practices. Complete monthly login hours for handling live customer interactions

任职要求

-A minimum of 5 years of solid experience in Quality Assurance, ideally acquired in a team leader or supervisory capacity within a contact center or BPO setting, preferably within the food delivery or food services industry.

-Demonstrated exposure to vendor quality performance and broader, higher-level quality oversight

-Fluency in Arabic and English.

-Strong understanding of QA methodologies, evaluation frameworks, and customer experience quality standards.

-Prior experience evaluating email, chat, and voice interactions; ability to develop and enhance scorecards based on business needs.

-Strong analytical capabilities with demonstrated experience in conducting root-cause analysis, preparing and delivering clear presentations, identifying systemic improvement opportunities, and generating comprehensive reporting.

-Strong communication, stakeholder management, and vendor engagement skills.

-Willingness to move as per client sites across EG.

-Ability to work independently, prioritize effectively, and operate within a fast-paced, performance-driven environment. Ability to move to vendor sites as per business needs