Bilingual Quality Analyst – Contact Center (English/Arabic)

About the role

As a Quality Analyst you will execute the daily requirements of the Quality Assurance program for the contact center, evaluating customer experiences across inbound and outbound calls, email, chat, and social media. You will compare interactions against the company’s performance scorecard and provide actionable feedback.

Key responsibilities

• Monitor, evaluate and audit a sampling of inbound and outbound calls, chat and email interactions.
• Report evaluation results to business stakeholders including quality leadership, operations, client, account management and resource units.
• Participate in calibration and call‑listening sessions with quality leadership, operations, program management and clients to ensure scoring consistency.
• Take part in internal quality audits to improve overall contact quality and recommend process changes.
• Maintain a strong knowledge base of the program, client products and services.
• Recommend enhancements to training, processes and other areas to improve performance and reduce customer effort.
• Meet departmental productivity targets such as number of calls monitored and emails evaluated per month.
• Prepare reports that capture service quality trends and variances for the team or department.

Required profile

• Outstanding customer service skills with dedication to exceptional care.
• Process‑ and compliance‑driven, well‑organized, and able to listen intently and generate solutions.
• 2+ years of contact‑center experience, including at least 1 year as a quality reviewer monitoring calls and providing feedback.
• Bilingual fluency in English and Arabic (written, spoken, and listening).
• Strong communication and interpersonal abilities.
• Graduate degree preferred; a combination of education and experience may be considered.
• Passion for managing quality issues across training, customer service, workflow, reporting, SLA’s, coaching and appraisals.
• Flexible to work any schedule, including nights, days, weekends and shift coverage.
• Empathetic mindset with genuine curiosity to understand underlying reasons.
• Proficiency with technology, especially computers, software applications and phone systems.
• Comfortable working with individuals and teams remotely.