Reporting to: DCEO Department : Customer Service Location : Kuwait Employment Type: Full-time The Service QA Specialist owns the quality assurance framework for customer interactions, ensuring service delivered by the team meets defined quality, efficiency and compliance standards. Working under the DCEO, the role conducts QA audits, analyses performance data to identify root causes of recurring issues, supports agent training and coaching, and recommends process and technology improvements to enhance the overall customer experience.
Responsibilities
• Conduct weekly QA audits of customer interactions and maintain consistent quality standards.
• Monitor and improve agent scores through structured feedback and coaching.
• Identify and document process fixes to reduce average handling time (AHT) and rework, and maintain SLA compliance.
• Maintain training logs and support initiatives that improve first-contact resolution (FCR) and QA scores.
• Track CSAT/NPS performance and support actions to reduce complaints and repeat contact rates.
• Reduce incorrect or incomplete tickets through root-cause analysis (RCA) and corrective action tracking.
• Introduce workflows, scripts and process improvements that reduce rework and handling time.
• Use QA and CRM data to identify recurring issues and implement effective, lasting fixes.
• Utilize CRM, QA dashboards and ZIWO analytics to monitor and enhance service quality.
• Develop new quality metrics, scorecards and training materials to improve team outcomes.
• Proactively identify improvement opportunities and drive their implementation across the team.
Bachelor s degree in business administration, Communications or related field
Minimum three years of experience in quality assurance, customer service or a call center environment
Strong knowledge of QA frameworks, SLA and CSAT/NPS methodologies
Proficiency with CRM systems, QA dashboards and call analytics platforms (e.g. ZIWO)
Strong analytical and root-cause analysis skills
Fluent in Arabic and English
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