Bilingual Quality Analyst – Contact Center (English/Arabic)

About the role

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

Key responsibilities

• Monitor, evaluate and audit a sampling of inbound/outbound calls, chats, emails and social media interactions.
• Report evaluation results to Quality Leadership, Operations, Client and Account Management stakeholders.
• Participate in calibration and call‑listening sessions to ensure scoring consistency.
• Conduct internal quality audits to identify process improvements and recommend changes.
• Maintain strong program knowledge and basic understanding of client products and services.
• Recommend enhancements to training, processes or other areas to improve performance and reduce customer effort.
• Meet departmental productivity targets such as number of calls monitored per month.
• Prepare reports capturing service‑quality trends and variances for the team.

Required profile

• Minimum 2 years contact‑center experience with at least 1 year as a quality reviewer.
• Bilingual fluency in English and Arabic (written, spoken and listening).
• Strong communication and interpersonal skills.
• Graduate degree preferred or equivalent combination of education and experience.
• Flexible to work any schedule, including nights, days, weekends and shift coverage.
• Empathetic mindset with genuine curiosity to understand root causes.
• Proficiency with technology, computers, software applications and phone systems.
• Comfortable working remotely and collaborating with teams.