About the company

We are Qatar Insurance Company (QIC), the leading insurance provider in GCC. With a history dating back to 1964, we have established ourselves as a pioneer in the insurance industry, offering innovative solutions to meet the diverse needs of individuals and businesses.

Our vision is to make QIC group become the first Digital Ecosystem in the region by combining insurance and non-insurance services in one platform. Through our digital platforms, such as qic.online and the QIC app, we empower customers to manage their needs anytime and anywhere.

Our employees have been featured in Forbes 30 under 30, teach at online universities, serve on program committees of major IT conferences, and have previously worked at Yandex, Tinkoff, Avito, Ozon, and other leading tech companies.

About the position

We are looking for an experienced Call Centre QA Specialist to join our growing team. This is a fully remote role that focuses on evaluating all customer interactions to help us deliver the highest quality. The person at this role is going to be at the core of our service excellence, which make this role a great opportunity for a professional passionate about designing and improving processes and and operational excellence.

Responsibilities

Monitoring and evaluating calls, chats, and other customer interactions to ensure compliance with quality standards
Designing and implementing quality scorecards tailored for each activity (Inbound & Outbound activities, Voice & Text channels, Sales & Support)
Identifying errors, process gaps, and areas for improvement in customer communication
Providing constructive feedback and coaching to agents based on QA results
Preparing reports on quality performance metrics
Supporting calibration sessions to align quality standards
Assisting in the development and improvement of scripts, guidelines, and procedures
Participating in the design and delivery of training sessions related to quality improvement

Requirements

High school diploma or equivalent; a degree in Languages, Communication, or related field is an advantage
2+ years of experience in a QA role within a contact center or customer service environment
Strong knowledge of quality assurance processes, COPC standards, call monitoring, and evaluation methods
Experience in developing and maintaining QA scorecards for different activities (Inbound & Outbound, Voice & Text, Sales & Support)
Excellent communication skills and ability to provide clear, actionable feedback
Ability to work independently as well as in a team environment
Perfect command of English and Arabic (spoken and written)

We offer

Competitive salary, health and life insurance coverage, and employee-friendly policies
Bonus system based on business performance and the team effort
Structured development programs, professional certifications, and clear promotion paths
Work on innovative insurance products and contribute to the company’s digital future
Vibrant workplace culture with diverse teams, collaborative atmosphere, and values built on service excellence

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