Quality Analyst

3 weeks ago

Abu Dhabi, United Arab Emirates Precision Hire Solution Full time

Training & Quality

Location Abu DhabiUnited Arab Emirates

JobTitle:

Quality Analyst Native Arabic speaker (Abu DhabiUAE)

Job Description

PREFERRED CANDIDATE QUALIFICATIONS
  • CURRENTLY AVAILABLE IN THE UAE.
  • CANJOIN IMMEDIATELY.

As a QualityAnalyst you have to execute the daily requirements of the QualityAssurance program for the Contact Center. You will evaluate acustomers experience as they interact with your customer serviceadvisors through inbound and outbound calls email chat and socialmedia responses. As they do you compare it against the Companysstandards of performance a Scorecard. This may include assessingAdvisors demeanor technical accuracy customer service performanceand conformity to company policies/procedures and regulatoryguidelines. You would use a quality monitoring system to compileand track performance and provides actionable data and feedback tocall center advisors coaches and managers as well as to variousinternal support groups as requested. You may be called upon todeliver effective coaching to contact center advisors are expectedto participate in call calibration sessions on an ongoing basis andhave a pivotal role to play in call center QA and training.
Without your expertise the management team may notunderstand where its going wrong and struggle to achieve the levelof service to which it has agreed with the client.
Youmay also be called upon to perform as a Customer Service Advisorand may take or make customer service calls mentor other Customerservice advisors and model live call behaviors and skills.

ESSENTIAL FUNCTIONS / CORERESPONSIBILITIES

  • Monitorsevaluates and / or audits a sampling of inbound and/or outboundcalls and other contact methods including chat andemail.
  • Reports results of evaluations toappropriate Business stakeholders (Quality Leadership OperationsClient Account Management and Resource Unit partners).
  • Participates in calibration sessions/call listeningsessions with Quality Leadership staff Operations ProgramManagement and clients to ensure scoring consistency and bestpractices.
  • Participates in internal qualityaudits (e.g. periodic audits of existing processes to determineprocess control and efficiencies) designed to improve overallcontact quality and recommend changes.
  • Maintains strong program knowledge base; basic understanding ofclient products services and/or program strategies.
  • Makes recommendations for enhancements to trainingprocesses or other areas to improve performance removes customereffort and enhance the overall employees and customersexperience.
  • Meet departmental productivityrequirements (e.g. number of calls monitored per month number ofemails evaluated etc.).
  • Prepare reportscapturing service quality trends and variances for the team /department.

CANDIDATE PROFILE

You have outstanding customer serviceskills dedication and commitment to provide exceptional customercare to the program assigned. You are process and compliance drivenwellorganized are able to listen intently demonstrate understandingand participate in the generation of solutions.

  • 1 years experience in a contact centerenvironment with at least 6 months as a Quality reviewer monitoringcalls and providing feedback preferably for an inbound (voice)program in a banking / insurance / telecom / healthcare or anyservice industry.
  • Abilingual fluent English and Arabic speaker (ability to writelisten and speak needed).
  • StrongCommunication and Interpersonal skills.
  • Graduate preferred in any stream and above. A combination ofeducation and experience may be substituted and/or considered inlieu of the bachelors degree.
  • Passion formanagement and review of all quality issues to include trainingcustomer service communication workflow reporting SLAs coachingappraisals etc.
  • Flexible to work in anyschedule nights days and weekends with varying shifts or whencovering another Quality Analyst as backup.
  • Empathetic approach and mindset.
  • Genuinecuriosity and desire to understand and to know why.
  • Proficiency with technology especially computerssoftware applications and phone systems.
  • Comfortable in working with individuals and team/sremotely.

Disclaimer

The above statements are intended todescribe the general nature and level of work being performed bypeople assigned to this job. They are not intended to be anexhaustive list of all responsibilities duties and skills requiredof personnel working within this job title.

Concentrix is an equal opportunityemployer. Concentrix evaluates qualified applicants without regardto race color religion gender national origin age sexualorientation gender identity or expression protected veteran statusdisability status or any other legally protectedcharacteristic.

Location:

ARE Abu Dhabi Building Khaleej Area

Language Requirements:

Arabic (Required) English (Required)

Time Type:

Full time

If you are aCalifornia resident by submitting your information you acknowledgethat you have read and have access to the JobApplicant Privacy Notice for CaliforniaResidents

This job has beensourced from an external job board.
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