Quality Assurance, Audit

1 week ago


Sharjah, Sharjah, United Arab Emirates Talent Higher Full time
Our client is a dynamic organization committed to excellence in customer service and performance.

If you have a passion for quality assurance and training, along with experience in call centre operations, we want to hear from you.


Responsibilities:

  • Monitor and assess calls and chats for compliance with protocols and quality parameters.
  • Design, approve, and evaluate training programs and materials for internal teams.
  • Conduct Training Needs Analysis and develop quarterly/annual training plans.
  • Provide training and feedback to team leaders and employees.
  • Coordinate with marketing operations to ensure KPIs are met.
  • Identify areas of development and underperformance and take corrective actions.
  • Support performance management systems to enhance marketing performance.
  • Prepare and analyse quality reports through CRM.
  • Manage performance reviews and comments for QA team members.

Requirements:

  • Bachelor's degree in any related field.
  • Minimum 3 years of experience in contact centre, banking, or governance roles.
  • Strong communication skills in English; Arabic proficiency is an advantage.
  • Experience in Customer Relationship Management (CRM) and Quality Assurance.
  • Trainer the trainer certification is a plus.
  • Strong verbal and written communication skills.
  • Customer serviceoriented with problemsolving abilities.
  • Detailoriented with analytical and logical reasoning skills.


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