Quality Analyst Manager INYAD

At Inyad, we are committed to delivering a seamless, high-quality experience at every customer touchpoint. As a Quality Analyst Manager, you will play a central role in monitoring, maintaining, and elevating the quality of our contact center operations. You will work closely with agents and supervisors to ensure our communication standards are consistently met, while fostering a culture of continuous improvement across the teams.

You will be responsible for

• 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.