_{16th July, 2025}

We are looking for a Quality Assurance Executive to ensure consistency, accuracy, and excellence across all client touchpoints and operational processes. The ideal candidate will play a key role in monitoring and enhancing the quality of lead management, customer interactions, and back-office processing, supporting overall service excellence across departments.
Key Responsibilities:

• Monitor inbound and outbound lead qualification calls to ensure accurate data capture, adherence to scripts, and professional engagement.
• Evaluate the effectiveness of lead scoring and routing processes, ensuring qualified leads are properly assigned to relevant sales or onboarding teams.
• Audit CRM entries and lead logs to verify data integrity and documentation of client needs and outcomes.
• Conduct regular reviews of call recordings to assess objection handling, service tone, and brand alignment.
• Identify and flag incorrectly qualified or disqualified leads, perform root cause analysis, and support corrective actions.
• Escalate recurring quality issues or training needs to relevant managers to drive continuous performance improvements.
• Review multi-channel client interactions (calls, chats, WhatsApp, emails, and ticketing systems) for accuracy, empathy, and service tone.
• Score lead qualification calls and service interactions based on pre-defined KPIs (CSAT, AHT, FCR) and quality standards.
• Perform quality checks on processed applications (licensing, visa, amendments) to ensure error-free submissions aligned with SOPs.
• Conduct daily spot checks across departments to assess documentation completeness, process adherence, and compliance with deadlines.
• Execute mystery shopping assessments across platforms to evaluate service consistency and issue resolution.
• Analyze client feedback, post-interaction surveys, and CSAT scores to highlight service improvement opportunities.
• Generate QA dashboards and scorecards, sharing them regularly with team leaders and department heads.
• Escalate process gaps or missed SLAs with supporting evidence to leadership teams for further action.
• Provide constructive coaching sessions and feedback based on QA findings to promote team development.
• Maintain clear and organized logs of all QA reviews, scores, and feedback for internal audits.
• Support the creation and periodic review of QA rubrics, frameworks, and evaluation tools.
• Align QA protocols with evolving business needs, regulatory changes, and campaign goals through collaboration with CX, CS, and call center teams.
• Participate in calibration sessions with leadership to ensure consistent scoring practices across evaluators.
• Assist in delivering refresher training or onboarding sessions based on QA findings and observed gaps.
• Maintain confidentiality and objectivity when handling client and performance data.
• Carry out additional QA-related tasks as directed by the Quality Manager or senior leadership.

Qualifications & Experience:

• Bachelor’s degree in Business Administration, Quality Management, Communications, or a related discipline.
• 2–3 years of experience in a quality assurance or audit role, preferably in a client-facing, call center, or service operations environment.
• Practical experience in evaluating communication quality and auditing operational tasks like application processing.
• amiliarity with QA monitoring tools for calls, emails, and chats.
• Proficient with CRM platforms, ticketing systems, and ERP workflows.
• Skilled in Excel for data tracking, scoring, and reporting.
• Knowledge of QA scoring rubrics, checklists, and calibration techniques.
• Experience with survey tools and client feedback analysis.
• Competent in auditing documentation and assessing compliance with internal SOPs.
• Understanding of QA sampling and root cause analysis methodologies.
• Strong attention to detail in reviewing communications and workflows.
• Analytical thinking with a focus on identifying trends, gaps, and training needs.
• Clear and constructive communication, especially when delivering feedback.
• Strong organizational skills and ability to meet review deadlines consistently.
• Professional discretion when managing sensitive information.
• Adaptability in assessing various service functions and channels.
• Fluent in English (required)
• Arabic (an advantage)

If you're committed to upholding service excellence through quality insights, process audits, and team coaching—we'd love to hear from you.

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