Quality Analyst - Contact Center ( Bilingual - English/ Arabic )

ESSENTIAL FUNCTIONS

• Monitors, evaluates, and audits a sampling of inbound and/or outbound calls and other contact methods including chat and email.
• Reports the results of evaluations to appropriate business stakeholders including Quality Leadership, Operations, Client Account Management, and Resource Unit partners.
• Participates in calibration sessions and call‑listening sessions with Quality Leadership staff, Operations, Program Management, and clients to ensure scoring consistency and best practices.
• Participates in internal quality audits, e.g., periodic audits of existing processes to determine process control and efficiencies designed to improve overall contact quality and recommend changes.
• Maintains a strong program knowledge base and basic understanding of client products, services, and program strategies.
• Makes recommendations for enhancements to training processes or other areas to improve performance, reduce customer effort, and enhance the overall employee and customer experience.
• Meets departmental productivity requirements such as the number of calls monitored per month and the number of emails evaluated.
• Prepares reports capturing service quality trends and variances for the team and department.

CANDIDATE PROFILE

• Outstanding customer service skills, dedication, and commitment to provide exceptional customer care to the program assigned.
• Process‑ and compliance‑driven; well organized, able to listen intently, demonstrate understanding, and participate in the generation of solutions.
• At least 2years of experience in a contact‑center environment with at least 1year as a quality reviewer monitoring calls and providing feedback, preferably for an inbound voice program in the real‑estate or travel sector.
• Bilingual, fluent in English and Arabic, with the ability to write, listen, and speak in both languages.
• Strong communication and interpersonal skills.
• Graduated in any stream and above (a combination of education and experience may be substituted or considered in lieu of a bachelor’s degree).
• Passion for management and review of all quality issues, including training, customer service, communication, workflow, reporting, SLAs, coaching, appraisals, etc.
• Flexible to work any schedule: nights, days, and weekends with varying shifts or when covering another quality analyst as a back‑up.
• Empathetic approach and mindset, genuine curiosity, and a desire to understand why.
• Proficiency with technology, especially computers, software applications, and phone systems.
• Comfortable working with individuals and team members remotely.

DISCLAIMER

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

EEO STATEMENT

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status, or any other legally protected characteristic.

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