Customer Service Quality Assurance Specialist

Call Center Quality Monitoring

• Monitor 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 Quality

• Conduct 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 Improvement

• Review 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 Standards

• Ensure 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 & Experience

• Minimum 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 & Competencies

• Strong 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.