Quality Assurance (QA) Specialist, Call Center

Company Overview

We are a rapidly growing group of fintech, digital, and telemarketing companies, expanding operations across the GCC region. To ensure excellence in service delivery and compliance with industry standards, we are building a strong quality assurance and training framework within our call center operations.

We are now seeking a Quality Assurance & Training Specialist to monitor performance, ensure compliance, and deliver ongoing coaching and training that drives both customer satisfaction and sales effectiveness.

Position Summary

The Quality Assurance & Training Specialist is responsible for evaluating call center interactions, ensuring adherence to company standards, and identifying opportunities for performance improvement. This role plays a dual function: maintaining high-quality service through systematic monitoring and actively training agents to develop their skills, improve conversion rates, and comply with regulatory requirements. By bridging quality control and training, this role helps drive operational excellence and client trust.

Key Responsibilities

Quality Assurance

• Monitor and evaluate inbound and outbound calls against quality benchmarks.
• Ensure agents follow approved scripts, compliance rules, and data protection standards.
• Maintain detailed reports of evaluations, performance scores, and trends.
• Provide structured feedback to agents to improve communication, professionalism, and compliance.
• Identify recurring issues and collaborate with supervisors to design corrective actions.
• Audit lead qualification processes to ensure accuracy and high conversion potential.
• Ensure telemarketing activities adhere to compliance standards (customer consent, transparency, and regulatory guidelines).

Training & Development

• Collaborate with supervisors to design and implement agent development plans.
• Deliver onboarding and refresher training sessions on scripts, compliance, and best practices.
• Create and update quality assurance guidelines, training manuals, and evaluation forms.
• Use QA insights to identify skill gaps and organize targeted coaching sessions.
• Conduct workshops to improve sales techniques, customer handling, and objection management.
• Support initiatives to build trust, transparency, and professionalism in customer acquisition.

Qualifications & Skills

• Bachelor’s degree in Business, Communications, Compliance, or related field (preferred).
• Previous experience in call center quality assurance, training, or operations is highly desirable.
• Familiarity with fintech, payments, or digital services is an advantage (training provided).
• Strong analytical skills with attention to detail and accuracy.
• Excellent communication skills, with the ability to deliver constructive feedback diplomatically.
• Proficiency in call center software, QA tools, CRM systems, and MS Office.
• Ability to multitask and thrive in a fast-paced environment.
• Fluency in Arabic and English (written and spoken); additional languages are an asset.
• Positive, team-oriented, and committed to continuous improvement.

Core Competencies

• Quality Focus: Ensures high standards in every customer interaction.
• Training & Coaching: Develops agent skills through structured feedback and training.
• Compliance Awareness: Maintains strict adherence to regulations and data protection.
• Analytical Thinking: Identifies performance trends and improvement opportunities.
• Communication: Clearly conveys feedback and engages agents constructively.
• Adaptability: Adjusts QA and training methods in a dynamic sales environment.
• Collaboration: Works with supervisors and management to align QA with business goals.