Service QA Specialist

Full time posted 20 hours ago in Accounting / Finance
  • Post Date : September 27, 2026
  • Apply Before : December 27, 2026
  • 0 Application(s)
  • View(s) 3
Email Job

Job Detail

  • Job ID 150728
  • Location  Kuwait

Job Description

Reporting to: DCEO

Department : Customer Service

Location : Kuwait

Employment Type: Full-time

 

 

 

The Service QA Specialist owns the quality assurance framework for customer interactions, ensuring service delivered by the team meets defined quality, efficiency and compliance standards. Working under the DCEO, the role conducts QA audits, analyses performance data to identify root causes of recurring issues, supports agent training and coaching, and recommends process and technology improvements to enhance the overall customer experience.

 

 

Responsibilities

·         Conduct weekly QA audits of customer interactions and maintain consistent quality standards.

·         Monitor and improve agent scores through structured feedback and coaching.

·         Identify and document process fixes to reduce average handling time (AHT) and rework, and maintain SLA    compliance.

·         Maintain training logs and support initiatives that improve first-contact resolution (FCR) and QA scores.

·         Track CSAT/NPS performance and support actions to reduce complaints and repeat contact rates.

·         Reduce incorrect or incomplete tickets through root-cause analysis (RCA) and corrective action tracking.

·         Introduce workflows, scripts and process improvements that reduce rework and handling time.

·         Use QA and CRM data to identify recurring issues and implement effective, lasting fixes.

·         Utilize CRM, QA dashboards and ZIWO analytics to monitor and enhance service quality.

·         Develop new quality metrics, scorecards and training materials to improve team outcomes.

·         Proactively identify improvement opportunities and drive their implementation across the team.

 

 

Candidate Profile

  • Bachelor’s degree in business administration, Communications or related field
  • Minimum three years of experience in quality assurance, customer service or a call center environment
  • Strong knowledge of QA frameworks, SLA and CSAT/NPS methodologies
  • Proficiency with CRM systems, QA dashboards and call analytics platforms (e.g. ZIWO)
  • Strong analytical and root-cause analysis skills
  • Fluent in Arabic and English

 

 

 

Other jobs you may like

 
Required 'Candidate' login to applying this job. Click here to logout And try again
 
 
 
  • Drop a resume file or click to upload.
    To upload file size is (Max 5Mb) and allowed file types are (.doc, .docx, .pdf)
    or
    Upload Resume
  • Upload Cover Letter

    To upload file size is (Max 1Mb) and allowed file types are (.doc, .docx, .pdf)

  • You accept email communication.

    Apply for the job
 

Apply for this Job

  • Drop a resume file or click to upload.
    To upload file size is (Max 5Mb) and allowed file types are (.doc, .docx, .pdf)
    or
    Upload Resume
  • Upload Cover Letter

    To upload file size is (Max 1Mb) and allowed file types are (.doc, .docx, .pdf)

 

Answers

 

Job Alerts

 

Account Activation

Before you can login, you must activate your account with the code sent to your email address. If you did not receive this email, please check your junk/spam folder. Click here to resend the activation email. If you entered an incorrect email address, you will need to re-register with the correct email address.