Quality Analyst

1 month ago

Dubai, United Arab Emirates Precision Hire Solution Full time

Training& Quality

LocationDubai United Arab Emirates

JobTitle:

Quality Analyst Contact Center ( BilingualEnglish/ Arabic )

JobDescription

PREFERRED CANDIDATE QUALIFICATIONS
  • CURRENTLY AVAILABLE IN THEUAE.
  • CAN JOINIMMEDIATELY.

As a Quality Analystyou have to execute the daily requirements of the Quality Assuranceprogram for the Contact Center. You will evaluate a customersexperience as they interact with your customer service advisorsthrough inbound and outbound calls email chat and social mediaresponses. As they do you compare it against the Companys standardsof performance a Scorecard. This may include assessing Advisorsdemeanor technical accuracy customer service performance andconformity 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 Unitpartners).
  • Participates in calibrationsessions/call listening sessions with Quality Leadership staffOperations Program Management and clients to ensure scoringconsistency and best practices.
  • Participatesin internal quality audits (e.g. periodic audits of existingprocesses to determine process control and efficiencies) designedto improve overall contact quality and recommendchanges.
  • Maintains strong program knowledgebase; basic understanding of client products services and/orprogram strategies.
  • Makes recommendations forenhancements to training processes or other areas to improveperformance removes customer effort and enhance the overallemployees and customers experience.
  • Meetdepartmental productivity requirements (e.g. number of callsmonitored per month number of emails evaluatedetc.).
  • Prepare reports capturing servicequality trends and variances for the team /department.

CANDIDATE PROFILE

You have outstanding customer service skills dedication andcommitment to provide exceptional customer care to the programassigned. You are process and compliance driven wellorganized areable to listen intently demonstrate understanding and participatein the generation of solutions.

  • 2years experience in a contact center environment with at least 1year as a Quality reviewer monitoring calls and providing feedbackpreferably for an inbound (voice) program preferably in real estate/ travel sector.
  • Abilingual fluent English and Arabic speaker (ability to writelisten and speak needed).
  • Strong Communicationand Interpersonal skills.
  • Graduate preferredin any stream and above. A combination of education and experiencemay be substituted and/or considered in lieu of the bachelorsdegree.
  • Passion for management and review ofall quality issues to include training customer servicecommunication workflow reporting SLAs coaching appraisalsetc.
  • Flexible to work in any schedule nightsdays and weekends with varying shifts or when covering anotherQuality Analyst as backup.
  • Empathetic approachand mindset.
  • Genuine curiosity and desire tounderstand and to know why.
  • Proficiency withtechnology especially computers software applications and phonesystems.
  • Comfortable in working withindividuals and team/sremotely.

Disclaimer

Theabove statements are intended to describe the general nature andlevel of work being performed by people assigned to this job. Theyare not intended to be an exhaustive list of all responsibilitiesduties and skills required of personnel working within this jobtitle.

Concentrix is an equalopportunity employer. Concentrix evaluates qualified applicantswithout regard to race color religion gender national origin agesexual orientation gender identity or expression protected veteranstatus disability status or any other legally protectedcharacteristic.

Location:

ARE Dubai Property# BCB2 515 Dubai CommerCity

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

Thisjob has been sourced from an external job board.
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