MIS and Reporting / QA Analyst (English and Gulf Arabic)

About the role The MIS and Reporting and QA Analyst keeps the bilingual guest service program measurable and high quality, delivered from the Corpshore Samarkand site for a leading global hospitality and travel booking platform. You own the reporting and dashboards that track client service levels, and you run quality monitoring across voice, email, and live chat. Gulf Arabic lets you evaluate the Arabic interactions that make up most of this program. What you will do Reporting and MIS: - Produce daily, weekly, and monthly reports and dashboards on service levels including schedule adherence, login adherence, shrinkage, abandoned calls, AHT, FRT, RTAT, and CSAT. - Track performance against client targets and surface trends, risks, and root causes. - Support workforce planning and real time monitoring of queues and staffing. - Prepare data for weekly reviews, monthly business reviews, and quarterly commercial reviews. Quality assurance: - Monitor guest contacts across voice, email, and live chat in Gulf Arabic and English against the client quality scorecard. - Run calibration sessions with the client and internal teams and keep scoring consistent. - Give agents and team leaders clear quality feedback and partner with training on refreshers. What we are looking for - At least 2 years in MIS, reporting, workforce management, or quality assurance in a contact center. Hospitality or travel experience preferred. - Strong spreadsheet and dashboard skills, with a focus on accuracy. - Gulf Arabic and English, both at B2 or above on the CEFR scale, to evaluate Arabic interactions. Arabic is a core requirement. - Experience with quality scorecards and calibration is an asset. - Bachelor degree preferred. - Eligible to work in Uzbekistan. Diaspora and relocation candidates with the language skills are welcome. - Detail oriented, analytical, and comfortable presenting numbers to leadership. What we offer - Competitive Samarkand compensation for analytical roles. - Performance bonus tied to reporting accuracy and program quality. - Full benefits including health coverage and IT Park resident wage protections. - Career path to Senior Analyst, QA Manager, or workforce management roles. - Modern workspace in the Corpshore Samarkand delivery center. Location and engagement Samarkand, Uzbekistan. Full time employee on an indefinite contract under Uzbekistan labor law. Reports to the Operations Manager. Pre-employment screening Offers are conditional on screening including a criminal background check through the Ministry of Internal Affairs of the Republic of Uzbekistan, education and employment verification, identity and right to work checks, and drug screening. Candidates with prior criminal convictions are not eligible.