Quality Assurance Specialist

About Us Daftra - دفترة is a leading cloud-based SaaS provider supporting more than 50 business sectors across the Arab region. Our platform delivers secure, scalable, and fully customizable enterprise management solutions with a 99.9% uptime guarantee, accessible anytime, anywhere, across multiple devices. At Daftra, we simplify business operations by empowering organizations with flexible systems that grow with their needs backed by strong engineering, product excellence, and customer-centric innovation. Position Objective Ensures that sales and support interactions consistently meet the organization’s quality standards and customer-satisfaction targets by monitoring and evaluating interactions, delivering actionable feedback, and identifying process improvements that raise individual and team performance. Duties & Responsibilities: Quality Monitoring & Evaluation Monitor sales interactions across calls, chats and emails against defined quality standards. Evaluate interactions using approved scorecards and audit forms, ensuring accurate and consistent scoring. Monitor customer feedback and integrate insights into ongoing quality improvements. Feedback & Performance Support Gather audit findings and turn them into clear, actionable feedback for agents and team leaders. Share practical quality tips with sales teams to improve individual and team performance. Support and guide junior QA team members and interns in monitoring and evaluation practices. Calibration & Stakeholder Alignment Collaborate with sales leaders to align quality standards and calibrate evaluations. Participate in regular calibration sessions to maintain scoring consistency across evaluators. Reporting & Analytics Prepare regular quality performance reports and dashboards for management. Analyze quality trends to highlight recurring issues, top performers and coaching needs. Process Improvement Identify process gaps across the sales cycle and suggest practical improvements. Recommend updates to quality standards, scorecards and guidelines as business needs evolve. Job Requirements: Education & Experience Bachelor's degree in Business Administration or a related field. 2+ years of experience in quality assurance, preferably in a sales or contact-center environment. Technical Skills Experience monitoring sales or technical calls is preferred. Working knowledge of QA scorecards, calibration practices and quality reporting. Proficiency in MS Excel or Google Sheets for tracking and reporting. COPC or Six Sigma certification is a plus. Soft Skills Strong verbal and written communication skills. Detail-oriented with a high standard of accuracy. Solid problem-solving ability and a proactive, ownership-driven attitude. Able to manage time effectively and work under tight deadlines. Why Join Daftra? - USD Salary - Transportation allowance - Career growth - MBA discount - Gym membership - Friendly environment Show more Show less