Contact Center Quality Analyst

Description

Summary: Al Earslan Business Solutions is seeking a detail-oriented Contact Center Quality Analyst to monitor customer interactions, evaluate service quality, and support continuous improvement initiatives. Highlights: 1. Monitor customer interactions and evaluate service quality 2. Identify coaching opportunities and analyze performance trends 3. Support continuous improvement initiatives for customer satisfaction **Job Summary** Al Earslan Business Solutions is seeking a detail\-oriented and analytical Contact Center Quality Analyst to monitor customer interactions, evaluate service quality, and support continuous improvement initiatives within our contact center operations. This role is ideal for professionals who enjoy reviewing customer interactions, identifying coaching opportunities, analyzing performance trends, and helping teams deliver exceptional customer experiences. The successful candidate will play a key role in maintaining service quality standards, improving operational performance, and supporting employee development. We are looking for a proactive and organized individual with strong analytical skills, excellent communication abilities, and a passion for customer service excellence. **What You'll Do** * Monitor and evaluate customer interactions across phone, email, chat, and other communication channels * Conduct quality assurance reviews based on established performance standards * Provide detailed feedback and coaching recommendations to support team development * Identify trends, recurring issues, and opportunities for process improvement * Prepare quality assurance reports, scorecards, and performance summaries * Collaborate with operations leaders and trainers to improve service quality * Track compliance with customer service standards, policies, and procedures * Analyze customer feedback and support customer experience improvement initiatives * Maintain accurate quality monitoring records and evaluation documentation * Assist with calibration sessions and quality assurance meetings * Support onboarding and training initiatives through quality insights * Contribute to continuous improvement projects that enhance customer satisfaction and operational efficiency **Requirements** * 1\-3 years of experience in quality assurance, contact center operations, customer service, customer support, or related roles * Strong analytical and problem\-solving skills * Excellent verbal and written communication abilities * Strong attention to detail and ability to evaluate performance objectively * Experience reviewing customer interactions and identifying improvement opportunities * Ability to manage multiple priorities and meet deadlines * Proficiency in Microsoft Office applications, particularly Excel * Experience with CRM systems, call center software, or quality monitoring tools is an advantage * Diploma or degree in Business Administration, Communications, Customer Service, or a related field preferred **Why Work With Us** At Al Earslan Business Solutions, we believe service quality is the foundation of customer satisfaction and business success. We provide a collaborative and supportive workplace where employees can develop professionally, contribute innovative ideas, and build rewarding careers. Our organization values teamwork, operational excellence, continuous learning, and customer\-focused service. You will have the opportunity to work alongside experienced professionals while developing expertise in quality assurance and customer experience management. الراتب المدفوع: QAR٥٬٥٠٠٫٠٠ لكل شهر موقع العمل: بشكل شخصي