üîé Now Hiring | Premium Guest Experience Quality Assurance Specialist
We are looking for a detail-oriented and experienced Quality Assurance Specialist to join our team supporting a premium account.
üîπ Key Responsibilities
· Monitor and evaluate customer interactions to ensure compliance with quality and customer experience standards.
· Conduct quality assessments for voice-based customer interactions and provide constructive feedback.
· Identify performance, knowledge, and process gaps and recommend appropriate corrective actions.
· Provide coaching and feedback to agents based on quality evaluation results.
· Analyze quality and performance data to identify trends, recurring issues, and improvement opportunities.
· Prepare and maintain accurate quality reports, scorecards, and performance documentation.
· Ensure quality standards and evaluation criteria are consistently applied across the team.
· Work closely with Operations, Training, and other stakeholders to address quality gaps and improve customer experience.
· Participate in calibration sessions to ensure consistency and alignment in quality evaluations.
· Support continuous improvement initiatives by identifying process and customer experience enhancement opportunities.
· Monitor compliance with operational procedures, client requirements, and premium service standards.
üîπ Requirements
· Previous experience as a Quality Assurance Specialist, Quality Analyst, or Quality Specialist, preferably within a Contact Centre / Call Centre environment.
· Strong experience in voice-based customer service quality assurance and customer experience.
· Fluent Arabic with strong spoken English proficiency (C1 level).
· Strong knowledge of quality monitoring methodologies, evaluation criteria, and quality assurance processes.
· Excellent analytical and problem-solving skills with the ability to identify trends and performance gaps.
· Strong communication, coaching, and feedback skills.
· Experience in preparing quality reports, scorecards, and performance analysis.
· Strong attention to detail and ability to maintain consistency and accuracy in evaluations.
· Experience with quality monitoring tools, CRM systems, and reporting platforms is an advantage.
· Six Sigma certification or knowledge is an advantage.
· Experience within airlines, hospitality, banking, luxury services, or similar premium customer-facing environments is an advantage.
· Strong understanding of customer service and premium guest experience standards.
· Ability to work in a fast-paced environment and support operational requirements.
üåü What We‚Äôre Looking For
A detail-oriented and results-driven Quality Assurance professional who can identify performance gaps, provide meaningful feedback, and contribute to delivering consistent, high-quality customer interactions and exceptional premium guest experiences.
üìç Location: Amman, Jordan
üì© To Apply: Send your updated CV with the subject ‚ÄúPremium ‚Äì Quality Assurance Specialist‚Äù
Join us and be part of a team delivering a premium customer experience. ✈️
