Senior Officer – Service Quality Assurance

About the role

AD Ports Group is seeking a Senior Officer to lead Service Quality Assurance initiatives within its call‑center environment. The role focuses on reviewing customer interactions, ensuring compliance with ISO standards, and driving continuous improvement across service processes.

Key responsibilities

• Evaluate recorded calls, gather customer feedback and implement corrective action plans.
• Maintain and regularly update the FAQ repository for customers.
• Record all service details accurately in the CRM system.
• Support ISO 9001 and ISO 10002 recertification efforts by completing audit‑related actions.
• Monitor customer survey participation rates and flag engagement issues.
• Organise and deliver training programmes for the unit and other business units based on latest QA findings.
• Review and update company‑wide policies and procedures to reflect regulatory changes.

Required profile

• High school graduate (minimum education).
• 2‑4 years of experience in a quality‑assurance role within a call‑center.
• Excellent English; Arabic is a plus.
• Strong knowledge of local regulations, QMS procedures and ISO standards.
• Proven planning, report‑writing and time‑management abilities.
• High attention to detail and data‑entry accuracy.

Required skills

• Proficiency with CRM systems.
• Familiarity with ISO 9001 and ISO 10002 standards.
• Experience handling large volumes of data securely.

What we offer

• Opportunity to work within a leading global trade and logistics group.
• Professional development and training aligned with industry best practices.