Key Responsibilities:Monitor and evaluate inbound and outbound calls to ensure compliance with company policies, procedures, and quality standards.Maintain and update quality assurance scorecards and documentation.Identify trends in agent performance and provide actionable insights to management.Collaborate with training and operations teams to improve agent knowledge and performance.Ensure adherence to regulatory and customer service standards (e.g., data privacy, confidentiality).Generate daily, weekly, and monthly QA reports and dashboards.Requirements:Bachelor’s degree in Business Administration, Communications, or a related field. 2–4 years of experience in a quality assurance, or call center roles, preferably in a call center or BPO environment.Strong understanding of call center metrics and quality standards.Strong verbal and written communication skills (Arabic and English preferred).Ability to provide constructive feedback and manage multiple tasks under tight deadlines.A team player with strong interpersonal and coaching skills.