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inyad · 2 months ago

Quality Assurance Manager (Customer service)

Casablanca

Full-time

Onsite

Mid, Senior Level

3+ years exp

Inyad is a tech company dedicated to enhancing customer service experiences. As a Quality Assurance Manager, you will monitor and elevate the quality of contact center operations, ensuring that communication standards are consistently met while fostering a culture of continuous improvement.

Mobile AppsPaymentsPoint of Sale

Responsibilities

Monitoring and evaluating customer interactions (calls, chats, emails) to ensure compliance with Inyad’s quality standards

Identifying improvement opportunities and providing constructive, actionable feedback to advisors and supervisors

Creating, updating, and standardizing evaluation forms, quality checklists, and performance dashboards

Supporting training, coaching, and upskilling initiatives based on audit findings

Analyzing key quality indicators (QA scores, customer satisfaction, call handling metrics, etc.) and recommending improvement plans

Leading calibration sessions to ensure alignment and consistency across evaluators and teams

Collaborating closely with Operations, Training, and Product teams to enhance the overall customer experience

Acting as the bridge between quality, operations, and client expectations to uphold our commitment to service excellence

Qualification

Quality Assurance ManagementQuality AnalysisCustomer Experience Best PracticesCoaching SkillsDigital FluencyBilingual ArabicBilingual EnglishAnalytical SkillsCommunication Skills