Contact Center Quality Analyst (Al Madinah Al Munawwarah)

Role overview

We are looking for a Contact Center Quality Analyst to review customer conversations, measure service quality, verify compliance, and ensure interactions meet company expectations. The position focuses on raising customer experience standards by spotting performance gaps, sharing practical feedback, and contributing to ongoing improvement efforts.

What you will do

• Assess inbound and outbound phone calls, emails, and chat conversations against established quality criteria.
• Check that agents follow company policies, internal processes, and applicable regulatory rules.
• Share clear, actionable feedback and coaching input with agents and team leaders to help improve performance.
• Spot recurring patterns, weak points, and improvement opportunities in customer interactions and operational workflows.
• Build and deliver quality reports, scorecards, and management insights.
• Work with training and operations teams to create focused coaching and learning initiatives.
• Take part in calibration meetings to keep scoring aligned, fair, and consistent.
• Contribute to continuous improvement activities aimed at boosting customer satisfaction and operational efficiency.

Requirements

• At least 1 to 3 years of experience in a contact center, preferably in a quality assurance capacity.
• Solid knowledge of call center KPIs, quality standards, and customer service benchmarks.
• Hands-on experience with call monitoring tools and quality management systems.
• A bachelor’s degree is preferred; equivalent experience may also be considered.

Skills

• Analytical thinking
• Attention to detail
• Active listening
• Clear communication
• Constructive feedback delivery
• Performance evaluation
• Reporting and data analysis
• Time management
• Interpersonal collaboration
• Coaching support