Customer Service Quality Assurance Specialist

Call Center Quality MonitoringMonitor and evaluate inbound and outbound customer calls based on approved quality standards and evaluation criteria.Review employees’ communication skills, accuracy of information, professionalism, call handling, and adherence to company procedures.Ensure that employees provide customers with correct information regarding exchange rates, remittance services, transactions, and other company services.Identify service gaps, errors, and areas requiring improvement.Prepare regular call quality evaluation reports and maintain accurate quality monitoring records.Provide constructive feedback and recommendations to improve employee performance.Coordinate with Customer Service supervisors and management regarding recurring quality issues.Identify training and coaching needs based on quality monitoring results.Branch Service QualityConduct scheduled and ad-hoc visits to company branches to assess customer service standards and employee performance.Observe customer handling, communication, professionalism, appearance, and overall service delivery.Ensure employees follow the company’s customer service standards and approved procedures.Identify service quality issues and recommend appropriate corrective actions.Follow up on previously identified observations to ensure improvement.Customer Experience & Quality ImprovementReview customer complaints and feedback to identify recurring service issues and areas for improvement.Analyze quality results and identify trends affecting customer satisfaction.Recommend improvements to customer service processes, procedures, and quality standards.Support the development and improvement of quality evaluation forms, service standards, and monitoring criteria.Prepare weekly and monthly quality reports and present key findings to management.Work closely with Customer Service, Operations, Training, Compliance, and other relevant departments to improve the overall customer experience.Compliance & Service StandardsEnsure customer interactions comply with company policies, procedures, confidentiality requirements, and applicable regulatory requirements.Identify any deviations from approved procedures during call monitoring or branch visits and escalate significant findings to the concerned management.Maintain confidentiality of customer information, recorded calls, employee evaluations, and quality reports.Qualifications & ExperienceMinimum 2–3 years of experience in Call Center Quality Assurance, Service Quality, Customer Experience, or a similar role.Previous experience in call monitoring and employee performance evaluation is highly desirable.Skills & CompetenciesStrong analytical and observation skills.Excellent communication and interpersonal skills.Ability to objectively evaluate employee performance.Good report-writing and documentation skills.Strong attention to detail.Customer-focused mindset.Ability to provide constructive feedback professionally.Good knowledge of Microsoft Office, particularly Excel and PowerPoint.Ability to analyze quality data and identify trends.Good command of Arabic and English.Ability and willingness to conduct regular branch visits.