Quality Analyst

1 month ago

Dubai, United Arab Emirates Concentrix Full time
About thejob

Reimagine yourcareer

Are you looking for acareer change with a forward-thinking global organization? Come bepart of our award-winning company driven by our people from 70+countries where ALL members contribute and support eachother’s success and well-being, proudly united as our“game-changers". We're recognized withawards like "World's Best Workplaces,"“Best Companies for Career Growth,” and“Best Company Culture,” year afteryear.

We’re on the lookout for aQuality Analyst to join our team of game-changers who engage withcustomers from top brands that could be from tech, finance, travel,fashion, healthcare, or another leading-edgeindustry.

We create epic career journeys thatempower our people towards greater opportunities and brighterfutures. At Concentrix + Webhelp, you belong, you make adifference, and you succeed on yourterms.

Career growth and personaldevelopment

This is a greatopportunity to reimagine an all-new career journey and develop“friends for life” at the same time.We’ll give you all the training, cutting-edgetechnologies, and the continuing support you’ll need tosucceed.

Plus, at Concentrix + Webhelp,there’s real career and personal growth potential. Infact, about 80% of our managers and leaders have been promoted fromwithin That’s why we offer a range of FREE Learning andLeadership Development programs designed to set you on your way tothe kind of career you’ve alwaysenvisioned.

In everything wedo, we believe in doing right by and for people—ourclients, their customers, our people, our community, and ourplanet.

As a Quality Analyst on our team, youwill:

What youwill do in thisrole

  • Ensure the properfunctioning of the quality controlsystem.
  • Perform recordings and evaluations ofcalls according to a givenrepository.
  • Participate in the process ofupgrading project quality skills through calibration andcalibration sessions.
  • Ensure proper applicationand compliance of processes.
  • Monitoringagent’s calls and written interactions to assessadherence to quality standards, evaluate agent performance, andidentify areas for improvement.
  • Assess howagents interact with customers based on setstandards.
  • Give helpful feedback afterreviewing calls and written interactions, highlighting strengthsand areas to work on.
  • Look at call center datato spot trends and areas needingimprovement.
  • Prepare and present reports onquality findings and suggestions to management fordecision-making.
  • Work closely with supervisorsand others to implement quality plans and addressissues.
  • Make sure agents follow laws, companyrules, and industry standards during calls and writteninteractions.
  • Participate in calibrationsessions with other QA team members and supervisors to ensureconsistency in evaluation criteria andscoring.

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