Keeta-Quality Analyst

Keeta

Evaluation & Monitoring:Systematically monitor and evaluate agent interactions across email, chat, and voice calls against established quality standards and performance metrics. Identify failures and potential failures to recommend action plans/preventive actions and communicate results to the team.Analyze root causes for errors and collaborate with relevant teams to implement corrective and preventive measures.
Coaching & Feedback:Provide timely, objective and constructive feedback to agents based on conducted evaluation results, highlighting strengths and areas needing improvement. Participate in coaching sessions to enhance agent skills and knowledge. Conduct regular calibration sessions to ensure consistent quality assessment across the teams.
Quality Assurance Contribution:Contribute to the development and maintenance of quality assurance standards, evaluation rubrics, and best practices. Identify trends and patterns in agent performance and customer interactions to recommend process improvements. Be up-to-date with all the changes and provide on the floor support to operations if needed.Analyze complaints & DSAT to identify root cause & drive improvements.
Training Support:Collaborate with the training team to identify training needs based on quality monitoring findings and contribute to the development of training materials and programs.Work closely with the training team to help improve new hire quality.
Performance Reporting:Present findings and insights to management, highlighting key areas for improvement.Generate regular reports on quality metrics, fatal error rates, agent performance trends, and customer satisfaction scores.
Compliance & Best Practices:Ensure compliance with industry standards, company policies, and regulatory requirements for all audited interactions.Promote a culture of quality, accountability, and continuous improvement within the customer service function. Join us in shaping the future of Keeta's offshore strategic initiatives!
As a key player, you will have the unique opportunity to contribute to the foundational blueprint of our operations while exploring innovative directions for business development.
Collaborate alongside top-tier professionals from around the globe, working together to create impactful strategies that will define our success in new markets.
Your insights and expertise will be instrumental in designing a roadmap that not only meets our goals but also elevates the customer experience.We look forward to welcoming you to our team and embarking on this exciting journey together!


Proven experience ( Typically 2+ years) in a quality assurance role or a senior agent role, preferably within a contact center environment.
Fluency in both Arabic & English. Mandarin would be an advantage.
Strong understanding of quality assurance methodologies and best practices in Customer Service.
Experience in monitoring and evaluating chats, email and voice interactions & ability to design scorecards based on business needs.
Excellent analytical and problem -solving skills
Familiarity with quality monitoring tools, CRM systems, and reporting tools.
Excellent communication and interpersonal skills for delivering constructive feedback.
Ability to work independently and collaboratively in a fast-paced environment.
A genuine passion for delivering exceptional customer experience.