Quality Analyst (Collections/Retention/Telesales) Full Time NEW

At Iqor, we’re looking for motivated and experienced Quality Analyst to join our growing team. Collections/Retention/Telesales experience is preferred but not mandatory — if you have a strong leadership background and a customer-oriented mindset, we’d love to hear from you.

About Iqor

iQor CXBPO™ is a trusted partner in intelligent customer experience solutions for global brands and a portfolio company of Mill Point Capital. With 45,000 employees across 11 countries, iQor combines three decades of expertise with AI-driven innovation to optimize performance across the entire customer lifecycle

The Quality Analyst is responsible for monitoring customer interactions to ensure adherence to Client and Intelcia guidelines and processes. This includes monitoring agents’ performance, identifying areas for improvement, providing constructive feedback to enhance customer satisfaction, and reporting any suspicious or malicious behavior observed during monitoring.

Responsibilities:

• Monitors Contacts to observe adherence to Client’s quality requirements and Intelcia’s quality policies and procedures

• Enhances the coaching process by using the recommended standards and sharing the feedback based on monitoring

• Executes the number of observations and feedback required per agent according to the Client request and/or internal standards

• Provides feedback to develop agents’ opportunities (either to their supervisors or after a side-by-side monitoring

• Collects data and develops reports to inform about the top call drivers and main opportunities found

• Attends internal & external call calibration sessions following the up-to-date guidelines and variance thresholds

• Observes potential inappropriate behaviors and provides real-time alerts that are followed by immediate actions taken

Qualifications:

• Excellent command of the English and Arabic languages, with excellent verbal and written skills.

• Minimum of 6 months of experience as a Quality Analyst in a BPO

• Proficiency in using MS Office tools.

• Excellent Communication & negotiation skills.

• Customer-oriented mindset.

• Analytical and synthetic mind.