Call Center Quality Agent

Overview

We are seeking a detail-oriented Call Center Quality Agent to monitor, evaluate, and enhance the quality of customer interactions within a healthcare call center environment. The successful candidate will be responsible for conducting quality assessments, coaching agents, ensuring compliance with established standards, and driving continuous improvement initiatives to enhance customer experience and operational performance.

Quality Assurance & Monitoring

• Regularly review call recordings and monitor live calls to assess agent performance against established quality standards, customer satisfaction metrics, and compliance requirements.
• Evaluate customer interactions to ensure adherence to service excellence standards and organizational policies.
• Identify trends, performance gaps, and areas for improvement through quality monitoring activities.

Coaching & Performance Development

• Provide detailed feedback and coaching to call center agents to improve performance and service quality.
• Conduct one-on-one coaching sessions to address performance deficiencies and support skill development.
• Assist in the onboarding and training of new agents by introducing quality standards, call handling procedures, and performance expectations.
• Support continuous learning initiatives to enhance overall team effectiveness.

Compliance & Process Improvement

• Ensure agents comply with legal, regulatory, and company requirements during all customer interactions.
• Work closely with supervisors and operational teams to address recurring issues and implement corrective actions.
• Recommend process improvements based on quality findings and operational trends.
• Stay informed about industry best practices and emerging quality assurance methodologies.

Reporting & Analytics

• Compile and maintain weekly, monthly, and quarterly quality reports.
• Analyze key performance indicators including Average Handle Time (AHT), First Call Resolution (FCR), Customer Satisfaction (CSAT), and quality scores.
• Present findings and recommendations to management to support operational decision-making.
• Track corrective actions and monitor performance improvement initiatives.

• Bachelor's Degree in Business, Management, or a related field.
• Minimum 3 years of experience in Call Center Quality Assurance.
• Strong understanding of call center operations, quality monitoring processes, customer service protocols, and industry standards.
• Experience with in a healthcare environment is preferred.

• Strong analytical and problem-solving skills.
• Proficiency in quality assurance tools and reporting systems.
• Excellent coaching, mentoring, and performance management skills.
• Strong verbal and written communication abilities.
• Ability to analyze performance data and provide actionable recommendations.
• Strong attention to detail and commitment to service excellence.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency in Microsoft Office and reporting tools.

• English – Required
• Arabic – Required