Quality Assurance Specialist

职位描述

- Lead the systematic monitoring and evaluation of agent interactions across email, chat, and voice channels, ensuring adherence to established quality standards, process requirements, and performance KPIs. -Oversee the end-to-end governance of quality metrics, including accuracy, fatal error rates, compliance scores, CSAT/DSAT drivers, and adoption performance. -Identify failures and potential risks; recommend and drive preventive and corrective actions with internal teams and vendor partners t

任职要求

-A minimum of 5 years of solid experience in Quality Assurance, ideally acquired in a team leader or supervisory capacity within a contact center or BPO setting, preferably within the food delivery or food services industry. -Demonstrated exposure to vendor quality performance and broader, higher-level quality oversight -Fluency in Arabic and English. -Strong understanding of QA methodologies, evaluation frameworks, and customer experience quality standards. -Prior experience evaluating email, c