Quality Assurance Executive

We are seeking a detail-oriented and analytical Quality Assurance Executive to join our Quality Assurance team in Riyadh, Saudi Arabia. The successful candidate will be responsible for evaluating customer interactions, identifying trends, and providing actionable insights to enhance service quality and improve agent performance. This role plays a key part in ensuring that our service standards are consistently met and aligned with our company’s customer experience objectives. This role will be based onsite in our Riyadh office.

Your responsibilities

• Monitor and evaluate customer interactions (calls, emails, chats) against established quality standards.
• Deliver timely and constructive feedback to front-line agents and team leaders.
• Identify process gaps and recurring issues, and collaborate with operations and training to recommend improvements.
• Support calibration sessions with QA, Operations, and Training teams to ensure alignment on evaluation criteria.
• Track and analyze quality data, reporting on trends, root causes, and areas for improvement.
• Participate in the onboarding and development of new agents by providing quality insights and coaching input.
• Maintain accurate documentation of evaluations and feedback in QA systems.
• Contribute to continuous improvement initiatives to elevate customer satisfaction, FCR, and service consistency.

Your expertise

• Excellent communication, coaching, and interpersonal skills.
• Previous experience of 1 year in Quality Assurance or similar role within a customer service/call center environment.
• Analytical mindset with attention to detail and accuracy.
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• High integrity and objectivity in evaluations.
• Team player with a continuous improvement mindset.
• Ability to work both independently and collaboratively.
• Strong command of Google Workspace tools, including Google Sheets, Google Docs, Google Forms, and Google Slides.