IT Quality Analyst / Male

+ حجم الخط -


Looking For IT Quality Analyst for auditing ( Call, Email and Ticket Auditing and coaching) Bilingual Arabic – English

Work Location :- Jubail,

QA Job Description
• Responsible for the overall quality of service provided by the agent in order to make sure that the service meets the customers’ expectations and target KPIs/SLAs.
• Doing Call , Email and Ticket auditing randomly daily for both low and high scored agents.( all agents)
• Insure staff has acquired and apply knowledge of new technical documentation and processes.
• Introducing new processes to increase our customer satisfaction.
• coaching and develop staff to optimize their performance, improve their skills
• Tracking, monitoring and analyzing Agents Performance.
• Conducting weekly / Monthly group meeting with agents.
• Ensure call quality, customer satisfaction and restore customer service as soon as possible.
• Feedback to departmental management on actions to improve.
• Publishing the Quality Report daily /weekly /monthly & yearly
• Publishing the presentation and sharing with management weekly/monthly
• Monitoring the feedback and training on weak agents.

QA Eligibility Skills

IT Service Desk Qualified and experienced Quality Assurance Engineer must meet the minimum qualifications shown below.
• Customer Focused & excellent communication skills both ( English & Arabic )
• Must be able to work in shift
• 5+ years’ experience in IT Support environment (Customer handling, troubleshooting)
• MCP (mandatory)
• MCSE / CCNA (optional)
• SAP support experience is a plus.
• Certificates Preferable : PMP, ITIL, HDI
• Bachelor’s Degree (Preferably Computer Science)

To apply please send you CV to the following email: