Quality Assurance (QA) Specialist, Call Center

{
  "content_hash": "8d004052f1385dcce909023f60625276c4e807bbb46989623e01a1b718ffbbc7",
  "source_hash": "1eec47622c343e58d7eb9f72455944a5d7fbe0276a78abdb6e83633781cc2acd",
  "last_changed_at": "2026-05-30T06:07:43.394Z",
  "active_status": "active"
}

{
  "language": "en",
  "location": {
    "raw": "Lebanon, Saida, 1600, Lebanon",
    "city": "Lebanon",
    "region": "Saida",
    "country": null,
    "is_remote": false,
    "confidence": 0.8
  },
  "salary_max": null,
  "salary_min": null,
  "inferred_at": "2026-06-06T10:21:12.881Z",
  "launch_scope": {
    "reason": "bamboohr_production_catalog",
    "included": true,
    "location": {
      "raw": "Lebanon, Saida, 1600, Lebanon",
      "city": "Lebanon",
      "region": "Saida",
      "country": null,
      "is_remote": false,
      "confidence": 0.8
    },
    "countries": []
  },
  "remote_policy": null,
  "salary_period": null,
  "workplace_type": null,
  "salary_currency": null
}

{}

{
  "list_job": {
    "id": "135",
    "isRemote": null,
    "location": {
      "city": "Lebanon",
      "state": "Saida"
    },
    "atsLocation": {
      "city": null,
      "state": null,
      "country": null,
      "province": null
    },
    "departmentId": "18474",
    "locationType": "0",
    "jobOpeningName": "Quality Assurance (QA) Specialist, Call Center",
    "departmentLabel": "Call Center",
    "employmentStatusLabel": "Full-Time"
  },
  "detail_errors": [],
  "detail_job_opening": {
    "location": {
      "city": "Lebanon",
      "state": "Saida",
      "postalCode": "1600",
      "addressCountry": "Lebanon"
    },
    "datePosted": "2025-09-27",
    "atsLocation": {
      "city": null,
      "state": null,
      "country": null,
      "countryId": null
    },
    "description": "<p><span style=\"font-size: 24pt\"><span style=\"font-weight: bold\">Company Overview</span></span></p>\n<p>We are a rapidly growing group of fintech, digital, and telemarketing companies, expanding operations across the GCC region. To ensure excellence in service delivery and compliance with industry standards, we are building a strong quality assurance and training framework within our call center operations.</p>\n<p>We are now seeking a <span style=\"font-weight: bold\">Quality Assurance &amp; Training Specialist</span> to monitor performance, ensure compliance, and deliver ongoing coaching and training that drives both customer satisfaction and sales effectiveness.</p>\n<p><span style=\"font-size: 24pt\"><span style=\"font-weight: bold\">Position Summary</span></span></p>\n<p>The <span style=\"font-weight: bold\">Quality Assurance &amp; Training Specialist</span> is responsible for evaluating call center interactions, ensuring adherence to company standards, and identifying opportunities for performance improvement. This role plays a dual function: maintaining high-quality service through systematic monitoring and actively training agents to develop their skills, improve conversion rates, and comply with regulatory requirements. By bridging quality control and training, this role helps drive operational excellence and client trust.</p>\n<p><span style=\"font-size: 24pt\"><span style=\"font-weight: bold\">Key Responsibilities</span></span></p>\n<p><span style=\"font-size: 18pt\"><span style=\"font-weight: bold\">Quality Assurance</span></span></p>\n<ul>\n<li>Monitor and evaluate inbound and outbound calls against quality benchmarks.</li>\n<li>Ensure agents follow approved scripts, compliance rules, and data protection standards.</li>\n<li>Maintain detailed reports of evaluations, performance scores, and trends.</li>\n<li>Provide structured feedback to agents to improve communication, professionalism, and compliance.</li>\n<li>Identify recurring issues and collaborate with supervisors to design corrective actions.</li>\n<li>Audit lead qualification processes to ensure accuracy and high conversion potential.</li>\n<li>Ensure telemarketing activities adhere to compliance standards (customer consent, transparency, and regulatory guidelines).</li>\n</ul>\n<p><span style=\"font-size: 18pt\"><span style=\"font-weight: bold\">Training &amp; Development</span></span></p>\n<ul>\n<li>Collaborate with supervisors to design and implement agent development plans.</li>\n<li>Deliver onboarding and refresher training sessions on scripts, compliance, and best practices.</li>\n<li>Create and update quality assurance guidelines, training manuals, and evaluation forms.</li>\n<li>Use QA insights to identify skill gaps and organize targeted coaching sessions.</li>\n<li>Conduct workshops to improve sales techniques, customer handling, and objection management.</li>\n<li>Support initiatives to build trust, transparency, and professionalism in customer acquisition.</li>\n</ul>\n<p><span style=\"font-size: 24pt\"><span style=\"font-weight: bold\">Qualifications &amp; Skills</span></span></p>\n<ul>\n<li>Bachelor’s degree in Business, Communications, Compliance, or related field (preferred).</li>\n<li>Previous experience in <span style=\"font-weight: bold\">call center quality assurance, training, or operations</span> is highly desirable.</li>\n<li>Familiarity with <span style=\"font-weight: bold\">fintech, payments, or digital services</span> is an advantage (training provided).</li>\n<li>Strong analytical skills with attention to detail and accuracy.</li>\n<li>Excellent communication skills, with the ability to deliver constructive feedback diplomatically.</li>\n<li>Proficiency in call center software, QA tools, CRM systems, and MS Office.</li>\n<li>Ability to multitask and thrive in a fast-paced environment.</li>\n<li><span style=\"font-weight: bold\">Fluency in Arabic and English</span> (written and spoken); additional languages are an asset.</li>\n<li>Positive, team-oriented, and committed to continuous improvement.</li>\n</ul>\n<p><span style=\"font-size: 24pt\"><span style=\"font-weight: bold\">Core Competencies</span></span></p>\n<ul>\n<li><span style=\"font-weight: bold\">Quality Focus:</span> Ensures high standards in every customer interaction.</li>\n<li><span style=\"font-weight: bold\">Training &amp; Coaching:</span> Develops agent skills through structured feedback and training.</li>\n<li><span style=\"font-weight: bold\">Compliance Awareness:</span> Maintains strict adherence to regulations and data protection.</li>\n<li><span style=\"font-weight: bold\">Analytical Thinking:</span> Identifies performance trends and improvement opportunities.</li>\n<li><span style=\"font-weight: bold\">Communication:</span> Clearly conveys feedback and engages agents constructively.</li>\n<li><span style=\"font-weight: bold\">Adaptability:</span> Adjusts QA and training methods in a dynamic sales environment.</li>\n<li><span style=\"font-weight: bold\">Collaboration:</span> Works with supervisors and management to align QA with business goals.</li>\n</ul>",
    "compensation": null,
    "departmentId": "18474",
    "locationType": "0",
    "seekPromoted": false,
    "jobCategoryId": null,
    "jobOpeningName": "Quality Assurance (QA) Specialist, Call Center",
    "departmentLabel": "Call Center",
    "jobOpeningStatus": "Open",
    "minimumExperience": "Manager/Supervisor",
    "jobOpeningShareUrl": "https://centuriongroup.bamboohr.com/careers/135",
    "employmentStatusLabel": "Full-Time"
  }
}