Quality Specialist

About the Role :

Tafaseel BPO is hiring on behalf of a valued client for the position of Quality Specialist . We are looking for a highly skilled individual who will be responsible for evaluating, monitoring, and improving the quality of customer service interactions across various communication channels. The ideal candidate must be fluent in both Arabic and English , as they will be working with a diverse clientele and assessing communication in both languages.

The Quality Specialist will ensure that customer interactions align with the company’s service standards, provide feedback to agents, and implement strategies to improve overall service quality.

Note : Priority will be given to candidates who are currently on a sponsored visa .

Key Responsibilities :

Conduct regular quality evaluations on customer service interactions (calls, emails, chat, etc.) in Arabic and English .

Monitor and assess agent performance in delivering consistent and high-quality service.

Provide constructive feedback and coaching to improve agent performance.

Develop and implement quality assurance strategies, focusing on service standards, customer satisfaction, and agent compliance.

Prepare detailed reports and analysis based on quality metrics to present to management.

Collaborate with training teams to develop materials and provide ongoing training based on quality results.

Stay updated on industry best practices and recommend process improvements.

Work closely with management and team leaders to identify areas of improvement and develop corrective action plans.

Handle customer complaints or escalations when necessary, ensuring timely and effective resolution.

Candidate Profile :

Proven experience in a Quality Assurance or Quality Specialist role, preferably in a call center or customer service environment.

Fluency in Arabic and English (written and spoken) is a must .

Strong attention to detail and excellent analytical skills.

Ability to assess and measure performance against established service standards.

Proficient in using quality monitoring tools and CRM software.

Strong interpersonal and communication skills, with the ability to provide clear, actionable feedback.

Ability to work independently and as part of a team in a fast-paced environment.

Familiarity with quality assurance methodologies and customer experience best practices.