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Call Center QA Specialist

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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 Center 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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Apply to this position

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Benefits

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Remote health insurance

Quality healthcare, wherever you are in the world—with up to $1,500 in dental coverage included.

Language classes

Master communication. Learn English, Arabic—or any second language of your choice.

Mental health support

Wellbeing isn’t optional. Get access to services like Yasno—with 70% covered—and recharge with 3 extra Mental Health Days each year.

Tax consultations

We’ll guide you through the complexity of local and international tax rules.

Professional development

Your growth is our shared goal. We’ll support it with $600/year for additional courses, plus internal workshops.

QIC running club

Join our Strava club for weekly motivation, coaching, and marathon support.

USD, EUR, or AED salary payouts

Get paid in USD, EUR, or AED—whichever fits your setup best.

Extra paid leave

Enjoy generous vacation time, paid sick leave, and bonus days for years of service.
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Recognized for Workplace Excellence

These honors reflect our commitment to building an inclusive, empowering, and people-first culture across everything we do

Great Place to Work® Certified – Qatar

Certified as a Great Place to Work® in Qatar for 2024–2025, based on employee feedback and our focus on trust, collaboration, and belonging
Great Place to Work Certified badge for Qatar, valid from November 2024 to November 2025.

Future Workplace Awards – Employer of the Year

Shortlisted for Employer of the Year at the 2025 Future Workplace Awards — recognizing our commitment to an inclusive, empowering culture that helps talent thrive
Future Workplace Awards 2025 badge with 'Employer of the Year' and 'Shortlist' ribbon.

Technologies
we work with

We are open to working with new stacks and technologies that can help us build the best solutions on the market

Vue 3
Pinia
Nuxt 3
Storybook
Sentry
Golang
PostgreSQL
Kafka
gRPC
Camunda
Redis
Docker/
Kubernetes
Prometheus/
Grafana
Vue 3
Pinia
Sass
Vitest
Prettier
Strapi
Vite
Sentry
Nx
Typescript
Eslint
Prettier
Docker/
Kubernetes
Storybook
Prometheus/
Grafana
Redis