Assistant Quality Assurance Manager
IMILE
- السعودية
- دائم
- دوام كامل
We are looking for a Quality Assurance assistant manager to monitor and evaluate the quality of customer service interactions across calls, live chats, and social media. The ideal candidate will ensure service excellence, compliance with company standards, and continuous improvement in customer support.Fluency in Arabic & English, strong Excel skills, and prior CS experience (preferably in logistics) are essential.Key Responsibilities:
Evaluate customer service interactions (calls, chats, social media) based on predefined quality metrics.
Conduct weekly/monthly audits and generate detailed quality reports with actionable insights.
Identify training gaps and provide feedback to CS agents & team leads for performance improvement.
Develop and update QA scorecards, evaluation forms, and SOPs for consistency.
Work with CS trainers & managers to implement corrective actions and coaching plans.
Track customer complaints, escalations, and trends to recommend process improJob Qualifications
Bachelor's degree in Business, Communications, or related field.
2+ years in Customer Service (CS) Quality Assurance (call center/chat/social media monitoring).
Experience in logistics/transportation companies is a plus.
Fluent in Arabic & English (written and spoken).
Advanced Excel skills (pivot tables, formulas, data visualization).
Strong analytical skills with the ability to interpret data and create reports.
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