Contact Center Quality Sr. Specialist

Job SummaryThe Contact Center Quality Sr. Specialist is responsible for ensuring and improving the quality of customer interactions across contact center operations. The role oversees quality monitoring, performance analysis, coaching, compliance, and continuous improvement initiatives, while supporting the effective performance and development of the Quality team.Key ResponsibilitiesMonitor and evaluate customer interactions against established quality standards and scorecards.Ensure compliance with company policies, procedures, quality standards, and client requirements.Identify performance gaps and recurring quality issues through monitoring and data analysis.Provide feedback, coaching, and recommendations to improve agent performance.Prepare and analyze quality reports, KPIs, and performance trends.Conduct calibration sessions to ensure consistency and accuracy in quality evaluations.Collaborate with Operations and Training teams to address quality and performance gaps.Conduct root cause analysis and support corrective and continuous improvement initiatives.Monitor quality performance and recommend actions to achieve quality targets.Support the development and improvement of quality standards, processes, and evaluation criteria.Guide and support Quality Specialists, ensuring effective execution of quality activities.Support workload distribution, team performance monitoring, and quality-related initiatives when required.QualificationsBachelor’s degree in business administration, Quality Management, Customer Experience, or a related field.3–6 years of relevant experience in Contact Center Quality, Quality Assurance, or a related field.Experience in call monitoring, quality evaluation, coaching, performance analysis, and quality reporting.Experience in leading or guiding Quality teams is preferred.Strong knowledge of Contact Center operations, quality standards, and KPIs.Experience with Contact Center platforms, CRM systems, or quality management tools is preferred.Good proficiency in Microsoft Excel and reporting.Fluency in Arabic and English.SkillsContact Center Quality AssuranceQuality Monitoring & EvaluationQuality ScorecardsContact Center KPIsQuality Reporting & AnalysisRoot Cause AnalysisCoaching & FeedbackCalibrationContinuous ImprovementPerformance ManagementTeam LeadershipMicrosoft ExcelAnalytical ThinkingProblem SolvingCommunication & Interpersonal Skills