Senior Customer Quality Control
Basrah, Iraq
Job Description:
We are seeking a Senior Customer Quality Control specialist to ensure FiberX service delivery meets the highest quality standards. You will monitor customer touchpoints, analyze service performance, and drive continuous improvement across support and operations teams.
Key Responsibilities
- Monitor and evaluate customer service quality across channels and regions.
- Develop QA frameworks, scorecards, and audit procedures for customer interactions.
- Analyze customer feedback, complaints, and NPS data to identify improvement areas.
- Partner with operations and support teams to implement corrective actions.
- Train and coach team members on quality standards and best practices.
- Prepare regular quality reports and present findings to management.
- Ensure compliance with company policies and service-level agreements.
Education:
- Bachelor's degree in Business Administration, Communications, or a related field.
Experience:
- Minimum 4 years of experience in customer quality assurance or service operations.
- At least 2 years in a senior or lead QA role within telecom or technology services.
Technical Skills:
- Experience with QA monitoring tools and customer feedback platforms.
- Strong data analysis skills using Excel, Google Sheets, or BI tools.
- Ability to design KPI dashboards and track service quality metrics.
- Familiarity with CRM and ticketing systems used in customer support.
Certifications (Preferred):
- Certifications in customer experience, quality management, or Six Sigma are preferred.
Other Skills:
- Excellent English and Arabic communication skills.
- Strong analytical thinking with a customer-first mindset.
- Ability to work under pressure and manage multiple priorities.