Quality Assurance Specialist

Job description

- Lead the systematic monitoring and evaluation of agent interactions across email, chat, and voice channels, ensuring adherence to established quality standards, process requirements, and performance KPIs.

• Oversee the end-to-end governance of quality metrics, including accuracy, fatal error rates, compliance scores, CSAT/DSAT drivers, and adoption performance.
• Identify failures and potential risks; recommend and drive preventive and corrective actions with internal teams and vendor partners through structured governance routines.
• Conduct detailed root-cause analyses on quality gaps, DSAT trends, and complaints to drive sustainable improvements in customer experience.
• Manage and oversee the quality performance of all BPO/vendor partners to ensure consistent delivery aligned with CX, operational, and compliance standards.
• Lead vendor performance reviews, quality-focused WBRs, calibration alignment, and post-audit accuracy assessments to ensure accountability and continuous improvement.
• Drive vendor improvement initiatives focused on reducing errors, improving efficiency, enhancing compliance, and optimizing cost-to-serve.
• Guide vendors in implementing action plans, ensuring adherence to governance structures, timelines, and performance expectations.
• Lead internal and external calibrations, including DSAT-specific calibration sessions, ensuring aligned scoring, consistent interpretation of criteria, and evaluation accuracy.
• Provide structured, objective feedback to agents and vendor teams, highlighting strengths, gaps, and developmental priorities.
• Work closely with operations to support coaching strategies, floor readiness, and performance uplift initiatives.
• Identify performance patterns and quality trends, proposing systemic improvements and process optimization opportunities.
• Develop and present comprehensive reports on quality metrics, fatal error rates, DSAT insights, and agent/vendor performance trends.
• Deliver actionable, data-driven recommendations to leadership and cross-functional stakeholders.
• Track and document the progress of quality initiatives, ensuring timely execution and measurable impact.
• Act as a subject matter expert on QA standards and customer experience best practices. Complete monthly login hours for handling live customer interactions -A minimum of 5 years of solid experience in Quality Assurance, ideally acquired in a team leader or supervisory capacity within a contact center or BPO setting, preferably within the food delivery or food services industry.
• Demonstrated exposure to vendor quality performance and broader, higher-level quality oversight -Fluency in Arabic and English.
• Strong understanding of QA methodologies, evaluation frameworks, and customer experience quality standards.
• Prior experience evaluating email, chat, and voice interactions; ability to develop and enhance scorecards based on business needs.
• Strong analytical capabilities with demonstrated experience in conducting root-cause analysis, preparing and delivering clear presentations, identifying systemic improvement opportunities, and generating comprehensive reporting.
• Strong communication, stakeholder management, and vendor engagement skills.
• Willingness to move as per client sites across EG.
• Ability to work independently, prioritize effectively, and operate within a fast-paced, performance-driven environment. Ability to move to vendor sites as per business needs Accelerated professional growth, Continuous learning culture, Purpose-Driven impact