Job description

The Quality Specialist - Customer Service Quality Assurance at Keeta in Riyadh is responsible for monitoring, evaluating, and improving the quality of customer service interactions across email, chat, and voice channels within a fast-paced contact center environment. The role involves systematically assessing agent performance against established quality standards and performance metrics, identifying failures and potential failures, conducting root cause analysis, and implementing corrective and preventive actions. The specialist contributes to the development and maintenance of quality assurance standards, evaluation rubrics, and best practices, while analyzing trends, complaints, and DSAT (customer dissatisfaction) to drive continuous improvement initiatives. The role includes providing structured coaching and feedback to agents, participating in calibration sessions, and supporting training teams by identifying skill gaps and contributing to training material development. The position requires generating reports on quality metrics, fatal error rates, agent performance trends, and customer satisfaction scores using CRM systems, quality monitoring tools, and reporting tools. The role also ensures compliance with industry standards, company policies, and regulatory requirements while promoting a culture of accountability and continuous improvement in customer service operations.