Quality Auditor – Customer Service

Job Summary:
We are seeking a detail-oriented and experienced Quality Analyst to join our customer servicer team. The Quality Analyst will be responsible for monitoring, evaluating, and improving the quality of customer interactions to ensure excellence in service delivery. This role involves analyzing performance metrics, providing actionable feedback, and collaborating with team leaders to enhance overall customer satisfaction and operational efficiency.

Key Responsibilities:

• Monitor and evaluate inbound and outbound calls, emails, and chat interactions to ensure adherence to quality standards and guidelines.
• Develop and maintain quality scorecards and audit templates for consistent evaluation.
• Provide detailed feedback to agents and team leaders, identifying strengths and areas for improvement.
• Analyze performance metrics, including customer satisfaction (CSAT), first contact resolution (FCR), and average handling time (AHT).
• Identify training needs and collaborate with the training team to address skill gaps.
• Conduct calibration sessions with management and team leads to ensure consistent quality standards.
• Prepare and present quality reports, including trends, insights, and actionable recommendations.
• Stay updated with process changes, industry best practices, and compliance requirements to ensure alignment.

Qualifications and Skills:

• Proven experience as a Quality Analyst in a customer service environment (minimum 1-3 years preferred).
• Strong understanding of quality customer service metrics.
• Excellent communication and interpersonal skills.
• Analytical mindset with the ability to identify patterns and recommend solutions.
• Proficiency in MS Office and familiarity with CRM and call monitoring tools.
• Attention to detail and a commitment to maintaining high-quality standards.
• Ability to work collaboratively and adapt to a fast-paced environment.

Preferred Qualifications:

• Bachelor’s degree  in business, or a related field.
• Proficiency in Kurdish, Arabic, and English languages (Spoken and Written) is A MUST
• Experience with Six Sigma or other quality improvement methodologies is preferred.