Quality Assurance Unit Head
Emdad By Elm
Date: 3 weeks ago
City: Riyadh
Contract type: Contractor
Job Purpose: To oversee the day-to-day quality assurance activities across assigned business units, ensuring adherence to COPC CX Standard requirements. Responsible for supervising QA analysts, maintaining calibration consistency, and supporting operational excellence through structured monitoring and improvement.
Key Responsibilities:
Key Responsibilities:
- Supervise a team of QA Analysts across multiple contact center queues.
- 2. Ensure quality audits are conducted accurately and on time as per COPC sampling standards.
- Participate in the development and maintenance of QA forms and scorecards. Conduct calibration sessions with QA staff and operations supervisors to align evaluations.
- Monitor quality performance trends and raise performance gaps to QA management.
- Support corrective action implementation for quality deviations.
- Assist in preparing QA reports and dashboards for internal review.
- Ensure compliance with client-specific quality standards and contractual obligations. Collaborate with training and operations teams to enhance agent performance.
How to apply
To apply for this job you need to authorize on our website. If you don't have an account yet, please register.
Post a resumeSimilar jobs
Sustainability Competencies Manager
Tetra Pak,
Riyadh
11 hours ago
At Tetra Pak we commit to making food safe and available, everywhere; and we protect what's good – protecting food, protecting people, and protecting the planet. By doing so we touch millions of people's lives every day. And we need people like you to make it happen.We empower you to reach your potential with opportunities to make an impact to...
Director - Regulatory and Policy (CDU3) -
Glow Beauty on Demand,
Riyadh
1 day ago
OverviewQiddiya is Saudi Arabia's future capital of entertainment, sports, and culture - a 360 km mega-project just outside Riyadh. From F1-grade racetracks and theme parks to stadiums and performance venues, we're creating a destination like no other. This is more than a project, it's a national transformation. As construction accelerates, we're hiring ambitious talent to help shape it. If you're...
AH-64E Maintenance Instructor
Glow Beauty on Demand,
Riyadh
1 day ago
GDC Middle East (GDCME) is a Saudi company with80%ownership by the Public Investment Fund (PIF) and20%by Ajwa Aviation Holdings. Established in2015with headquarters in Riyadh, GDCME specializes in the aircraft engineering sector. The company offers comprehensive solutions for aviation systems, operations, and support, distinguished by its capability to maintain aircraft to the highest quality and safety standards, meeting the technical challenges...