Bilingual Quality Analyst – Contact Center (English/Arabic)

About the role

The Quality Analyst will support the Contact Center by monitoring and evaluating customer interactions across voice, email, chat and social media. Working in a bilingual environment (English/Arabic), you will ensure that service standards are met and provide actionable feedback to improve performance.

Key responsibilities

• Monitor, audit and score a sample of inbound and outbound calls, emails, chats and social media interactions.
• Report evaluation results to quality leadership, operations, client and account management teams.
• Participate in calibration and call‑listening sessions to maintain scoring consistency.
• Conduct internal quality audits to identify process improvements.
• Prepare trend reports highlighting service quality variances.
• Recommend enhancements to training, processes and policies to reduce customer effort.
• Meet productivity targets for monitored interactions per month.

Required profile

• Outstanding customer service orientation with strong attention to detail.
• Process‑ and compliance‑driven mindset.
• Excellent listening and analytical abilities.
• Ability to work independently and collaborate with cross‑functional teams.

Required skills

• Proficiency with quality monitoring systems and scorecard evaluation.