Service QA Specialist

About the role

The Service QA Specialist owns the quality assurance framework for customer interactions, ensuring the team's service meets defined quality, efficiency and compliance standards. Reporting to the DCEO within the Customer Service department, the role conducts QA audits, analyses performance data to find root causes of recurring issues, supports agent training and coaching, and recommends process and technology improvements.

Key responsibilities

• Conduct weekly QA audits of customer interactions and maintain consistent quality standards.
• Monitor and improve agent scores through structured feedback and coaching.
• Identify and document process fixes to reduce average handling time and rework, and maintain SLA compliance.
• Maintain training logs and support initiatives that improve first-contact resolution and QA scores.
• Track CSAT/NPS performance and support actions to reduce complaints and repeat contact rates.
• Reduce incorrect or incomplete tickets through root-cause analysis and corrective action tracking.
• Introduce workflows, scripts and process improvements that reduce rework and handling time.
• Use CRM, QA dashboards and ZIWO analytics to monitor and improve service quality.
• Develop new quality metrics, scorecards and training materials, and drive improvement initiatives across the team.

Required profile

• Bachelor's degree in business administration, communications or a related field.
• At least three years of experience in quality assurance, customer service or a call center environment.
• Fluent in Arabic and English.

Required skills

• Strong knowledge of QA frameworks, SLA and CSAT/NPS methodologies.
• Proficiency with CRM systems, QA dashboards and call analytics platforms such as ZIWO.
• Strong analytical and root-cause analysis skills.