Call Centre QA Specialist

We are looking for an experienced Call Centre QA Specialist to join our growing team. This is a fully remote role that focuses on evaluating all customer interactions to help us deliver the highest quality. The person at this role is going to be at the core of our service excellence, which make this role a great opportunity for a professional passionate about designing and improving processes and and operational excellence.

Responsibilities

• Monitoring and evaluating calls, chats, and other customer interactions to ensure compliance with quality standards

• Designing and implementing quality scorecards tailored for each activity (Inbound & Outbound activities, Voice & Text channels, Sales & Support)

• Identifying errors, process gaps, and areas for improvement in customer communication

• Providing constructive feedback and coaching to agents based on QA results

• Preparing reports on quality performance metrics

• Supporting calibration sessions to align quality standards

• Assisting in the development and improvement of scripts, guidelines, and procedures

• Participating in the design and delivery of training sessions related to quality improvement.

Requirements

• High school diploma or equivalent; a degree in Languages, Communication, or related field is an advantage

• 2+ years of experience in a QA role within a contact center or customer service environment

• Strong knowledge of quality assurance processes, COPC standards, call monitoring, and evaluation methods

• Experience in developing and maintaining QA scorecards for different activities (Inbound & Outbound, Voice & Text, Sales & Support)

• Excellent communication skills and ability to provide clear, actionable feedback

• Ability to work independently as well as in a team environment

• Perfect command of English and Arabic (spoken and written).

We offer

• Competitive salary, health and life insurance coverage, and employee-friendly policies

• Bonus system based on business performance and the team effort

• Structured development programs, professional certifications, and clear promotion paths

• Work on innovative insurance products and contribute to the company’s digital future

• Vibrant workplace culture with diverse teams, collaborative atmosphere, and values built on service excellence.