Customer Service - QA Associate

Responsibilities

• Monitor and assess customer service interactions (calls, chats, emails) for compliance with company standards.
• Evaluate the performance of Customer Service Executives and provide constructive feedback.
• Maintain and update the customer service knowledge base with accurate and efficient articles.
• Develop and administer knowledge tests to ensure employee retention of policies and procedures.
• Prepare regular quality reports to identify trends, contact drivers, and areas for improvement.
• Assist in the development and delivery of training programs based on quality assessment findings.
• Create structured feedback loops between customer service and other departments like product and marketing.
• Identify opportunities for process improvements and optimize tools and technology used by the team.

Requirements

• 2-3 years of experience in a quality-related position.
• Extensive background in the e-commerce industry.
• Strong analytical skills and the ability to identify trends and drivers.
• Proficiency in Microsoft Office Suite and familiarity with quality monitoring tools.
• Excellent verbal and written communication skills.
• Proven ability to provide constructive coaching and feedback.

Preferred Qualifications

• Bachelor's degree in Business Administration, Communications, or a related field.

About the Company

Mumzworld is the leading digital commerce platform for mothers and families in the GCC region. Trusted by millions, we are the region’s go-to destination for baby, mother, and child essentials. We are currently building the region’s most ambitious Super App for families, integrating e-commerce, pharmacy, healthcare, and education.