Premium Guest Experience Quality Assurance Specialist

About the role

We are seeking a detail‑oriented Quality Assurance Specialist to monitor and improve premium guest interactions for a high‑profile account. The role focuses on voice‑based customer contacts, ensuring compliance with quality standards and delivering an exceptional customer experience.

Key responsibilities

• Monitor and evaluate voice‑based customer interactions for compliance with quality and premium service standards.
• Conduct quality assessments, provide constructive feedback, and coach agents.
• Identify performance, knowledge, and process gaps and recommend corrective actions.
• Analyze quality and performance data to spot trends and improvement opportunities.
• Prepare and maintain quality reports, scorecards, and performance documentation.
• Collaborate with Operations, Training and other stakeholders to address quality gaps.
• Participate in calibration sessions to ensure consistent evaluations.
• Support continuous‑improvement initiatives and monitor compliance with operational procedures and client requirements.

Required profile

• Previous experience as a Quality Assurance Specialist or Analyst in a contact‑centre environment.
• Strong experience with voice‑based customer service quality assurance.
• Fluent Arabic and proficient spoken English (C1 level).
• Excellent analytical and problem‑solving abilities, with attention to detail.
• Ability to work in a fast‑paced environment and support operational needs.

Required skills

• Voice‑based quality monitoring methodologies.
• Quality monitoring tools and platforms.
• CRM systems.
• Reporting and scorecard platforms.
• Six Sigma methodology (knowledge or certification).