Quality Assurance (QA) Specialist – Call Center

About the role

We are a fast‑growing fintech and telemarketing group operating across the GCC, building a robust quality assurance and training framework for our call centre. The QA & Training Specialist will monitor interactions, ensure compliance and coach agents to boost customer satisfaction and sales performance.

Key responsibilities

• Monitor and evaluate inbound and outbound calls against quality benchmarks and compliance rules.
• Maintain detailed evaluation reports, performance scores and trend analyses.
• Provide structured feedback to agents and collaborate with supervisors on corrective actions.
• Audit lead qualification processes and ensure telemarketing activities meet regulatory standards.
• Design and deliver onboarding, refresher and targeted coaching sessions.
• Create and update QA guidelines, training manuals and evaluation forms.

Required profile

• Bachelor’s degree in Business, Communications, Compliance or related field (preferred).
• Experience in call centre quality assurance, training or operations.
• Familiarity with fintech, payments or digital services is an advantage.
• Fluent in Arabic and English, both written and spoken.
• Positive, team‑oriented attitude with a focus on continuous improvement.

Required skills

• Proficiency with call centre software, QA tools and CRM systems.
• Strong analytical abilities and attention to detail.
• Excellent written and verbal communication for delivering constructive feedback.
• Competence in Microsoft Office applications.