Listen to and review daily calls to ensure compliance with company standards and quality guidelines. Develop and maintain call evaluation forms and metrics (e.g., tone, enthusiasm, accuracy of information, adherence to script). Identify strengths and areas for improvement in agents’ communication. Ensure consistency in delivering key messages (offers, campaigns). Provide detailed reports and feedback to team leaders and agents. Highlight areas where agents need to improve and suggest practical recommendations. Work closely with the sales and operations teams to ensure alignment on performance goals. Recommend innovative methods and tools to improve the call monitoring process. Track and analyze KPIs (e.g., conversion rates, response quality, call handling time). Evaluate the impact of call quality on overall sales performance. Ensure agents are equipped with updated resources and guidelines for customer interaction. Generate insights to support management decisions regarding sales strategy and customer engagement. Support agents in developing better communication skills to improve customer satisfaction. Requirements:Bachelor’s degree in Business Administration, Marketing, or related field.2+years of experience in Quality Assurance, Call Center Supervision, or Customer Service (preferred in sales-driven environments). Strong analytical and problem-solving skills. Excellent listening and evaluation skills. Ability to provide constructive feedback and coaching. Proficiency in Microsoft Excel, Google Sheets, or BI tools for analytics and reporting. Strong communication skills (both Arabic & English). How to Apply If you meet the above requirements and are looking for a challenging and rewarding opportunity to join our team, please submit your resume to ([Click to show email]) & mention the job title in the subject.