Job Description

ECCO Gulf Majorel Qatar is seeking an experienced professional to join our team as a Call Center Quality Assurance Specialist. This role is pivotal in ensuring that our service standards are consistently met and exceeded. You will be responsible for monitoring and evaluating the quality of inbound and outbound calls, providing feedback, and driving improvements in customer service delivery.


Regularly listen to call recordings and monitor live calls to evaluate agent performance based on quality standards, customer satisfaction, compliance, and issue resolution. Provide detailed feedback and coaching to call center agents to enhance performance and service quality. Ensure that agents comply with legal, regulatory, and company policies (e.g., GDPR, PCI-DSS) during every customer interaction. Identify areas where procedures need reinforcement. Conduct one-on-one coaching sessions with agents to address performance gaps, provide additional training, and improve overall customer interaction quality. Assist in the onboarding process of new agents by introducing them to QA standards, call scripts, and performance expectations. Compile weekly, monthly, and quarterly reports that summarize agent performance metrics such as Average Handle Time (AHT), First Call Resolution (FCR), Customer Satisfaction (CSAT), and adherence to standards. Work with team leaders, supervisors, and the operations team to find solutions for recurring issues and inefficiencies. Ensure corrective actions are implemented and tracked for results. Stay updated with industry trends and best practices to continually improve quality assurance processes. Carry out any additional tasks assigned by management to support business goals or improve service and efficiency.

Required Profile

We are looking for a candidate who is detail-oriented and possesses strong analytical skills. The ideal candidate will have a proven track record in quality management within a call center environment.


Minimum of 3 years of experience in call center quality assurance. Strong understanding of

call center operations

, customer service protocols, and industry standards.

Excellent analytical skills

to evaluate call quality data, identify performance gaps, and propose actionable improvements. Proficient with

QA tools

(e.g., NICE, Calabrio, Verint) and call recording systems.

Detail-oriented

with a strong ability to recognize areas for improvement and focus on quality metrics. Strong

communication and coaching skills

to provide clear and constructive feedback to agents. In-depth knowledge of

compliance and regulatory

requirements

(e.g., GDPR, PCI-DSS). Experience with

CRM systems

(e.g., Salesforce, Zendesk) and call center software. Ability to

work under pressure

and manage multiple tasks simultaneously while maintaining high standards. * Fluent in Arabic, and English.