Job Summary
We are seeking a motivated Quality Control Specialist to join our operations team. The role is responsible for monitoring daily operations, reviewing customer interactions, identifying quality issues, and ensuring services meet established standards and company policies.
The successful candidate will play a key role in maintaining consistent service quality, implementing corrective actions, and supporting continuous improvement initiatives across the organization.
Key Responsibilities
- Monitor and evaluate daily operations to ensure compliance with quality standards and company policies.
- Review customer interactions (calls, emails, chats) and operational outputs for accuracy and consistency.
- Identify quality issues, errors, and non-compliance cases and document findings clearly.
- Prepare and maintain quality control reports, dashboards, and performance records.
- Coordinate with team leaders and supervisors to address quality gaps and implement corrective actions.
- Verify the effectiveness of corrective and preventive actions taken.
- Participate in calibration sessions to ensure consistent quality evaluations.
- Ensure adherence to SLAs, KPIs, and internal quality benchmarks.
- Support continuous improvement initiatives within operations.
Qualifications
- Bachelor's degree in business administration or a related field.
- Minimum 3 years of experience in quality control, operations, or related roles.
- Strong analytical and problem-solving skills.
- Excellent command of both English and Arabic (written and spoken).
Skills & Competencies
- Excellent oral and written communication skills.
- Strong attention to detail and accuracy.
- Ability to work collaboratively with cross-functional teams.
- Proficient in Microsoft Office (Word, Excel, PowerPoint).
- Knowledge of SLAs, KPIs, and quality benchmarks.
