Quality Analyst - Qatar

**Position Description** ------------------------ The Quality Analyst is responsible for monitoring, evaluating, and improving the quality of customer interactions across all communication channels. The role ensures that customer service standards, operational procedures, and client requirements are consistently met through regular quality assessments, performance analysis, coaching recommendations, and continuous process improvement initiatives. **Key Responsibilities** ------------------------ * Monitor and evaluate customer interactions across voice and non\-voice channels in accordance with approved quality standards. * Conduct quality assessments using approved scorecards and evaluation criteria. * Ensure compliance with client policies, operational procedures, regulatory requirements, and service standards. * Identify quality trends, performance gaps, and recurring issues impacting customer experience. * Provide timely and objective feedback to Team Leaders and Operations for coaching and development. * Participate in calibration sessions to maintain consistency and fairness in quality evaluations. * Prepare daily, weekly, and monthly quality reports and performance analysis. * Support Operations and Training teams by identifying learning and development opportunities. * Monitor compliance with scripts, call handling procedures, documentation standards, and customer service protocols. * Escalate critical quality or compliance concerns to management. * Recommend process improvements to enhance operational efficiency and customer satisfaction. * Maintain confidentiality of customer information and organizational data. * Perform any other duties assigned by management related to Quality Assurance. **Required Qualifications** --------------------------- * University Degree. * Minimum **two (2\) years of previous experience** working in a Contact Center Quality Assurance environment. * Excellent verbal and written communication skills in **Arabic and English**. * **IELTS Band 5** certificate (or equivalent), or evidence that previous education was conducted in English. * Proficient in Microsoft Office applications. * Experience using Contact Center platforms such as **Cisco**, Chat Systems, CRM applications, and HPSM (preferred). * Strong computer literacy with excellent documentation skills. **Skills \& Competencies** -------------------------- * Strong analytical and problem\-solving skills. * Excellent attention to detail. * Ability to evaluate customer interactions objectively. * Strong communication and interpersonal skills. * Ability to provide constructive feedback and coaching recommendations. * Knowledge of Contact Center Quality Assurance methodologies. * Good reporting and data analysis skills. * Strong organizational and time management abilities. * Ability to work under pressure while maintaining high levels of accuracy. * Professional integrity and confidentiality.