About the Role

2P Perfect Presentation is seeking a Senior Quality Assurance Specialist to join its team. This full-time position is based in the Makkah region, with opportunities in both Jeddah and Makkah cities. The role focuses on leading quality assurance initiatives within the Contact Center environment.

Role Overview

The Senior Quality Assurance Specialist will be responsible for monitoring and evaluating customer interactions to ensure compliance with established quality standards. This role involves driving continuous improvement initiatives and providing essential coaching and guidance to quality analysts, team leaders, and customer service teams. The primary objective is to enhance overall service excellence across the Contact Center operations.

Key Responsibilities

• Lead and oversee quality assurance activities for inbound and outbound calls, emails, and chat interactions.
• Develop, maintain, and improve quality monitoring frameworks, scorecards, and evaluation criteria.
• Monitor customer interactions to ensure compliance with company policies, procedures, client requirements, and regulatory standards.
• Conduct calibration sessions with quality analysts, team leaders, and operations to ensure consistent and fair evaluations.
• Analyze quality trends, identify root causes of recurring issues, and recommend corrective and preventive actions.
• Provide detailed feedback, coaching, and performance improvement recommendations to agents, team leaders, and quality analysts.
• Prepare and present quality performance reports, dashboards, and actionable insights to management.
• Collaborate with Operations, Training, and Workforce Management teams to implement quality improvement initiatives.
• Support process optimization and customer experience enhancement projects.
• Ensure quality KPIs and service standards are consistently achieved and continuously improved.
• Mentor junior Quality Analysts and support their professional development.

Qualifications and Experience

• Bachelor's degree in Business Administration or a related field, or equivalent experience.
• 0-1 year of experience in a relevant field.
• Experience in coaching, calibration sessions, and continuous improvement initiatives.

Required Skills and Knowledge

• Strong knowledge of contact center KPIs, quality assurance methodologies, customer service standards, and performance management.
• Experience using call monitoring, quality management, and reporting tools.
• Advanced proficiency in Microsoft Excel and reporting tools.

Work Environment

This is a full-time position located within the Makkah region, with primary work locations in Jeddah and Makkah. The role involves working within a Contact Center setting, collaborating with various operational and support teams.