Quality Assurance Analyst (QA Analyst)

• Monitor and evaluate customer interactions to ensure compliance with company policies and SAMA guidelines.
• Develop and implement quality assurance standards, procedures, and performance metrics for customer care operations.
• Conduct regular audits of customer service processes and identify areas for improvement.
• Provide actionable feedback and training recommendations to the customer care team to enhance performance.
• Collaborate with the customer care management team to address service delivery gaps and implement corrective actions.
• Maintain and update the case management system to align with quality assurance findings and recommendations.
• Track, analyze, and report on quality metrics to identify trends and drive improvements in customer service.
• Assist in managing initiatives to improve complaints handling and service delivery.
• Must review the quality of the complaint handling procedures and ensure they are processed efficiently and with high quality in accordance with relevant regulations and instructions. It should take corrective actions for complaints that have been handled incorrectly and implement necessary procedures to prevent recurrence.
• Must continuously analyze complaint data and provide corrective plans to address the sources of complaints and measure their effectiveness. These reports should be documented and submitted to the administration manager to be forwarded to the CEO on a monthly basis.
• Must ensure the accuracy of the reports and data contained within them.
• Should submit quarterly reports to the administration manager for forwarding to senior management and the bank's board of directors, covering customer care issues. These reports should, at a minimum, include the following:
• Performance measurement indicators for complaints registered in the "SAMACARES" System.
• Performance measurement indicators for complaints received directly by the bank.
• Compliance of relevant departments with the service level agreement.
• Common complaints during the period.

• Bachelor’s Degree Required.
Professional Certificate.

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