Quality Analyst

1 week ago


Dubai, Dubai, United Arab Emirates Precision Hire Solution Full time

Training & Quality

Location: Dubai, United Arab Emirates

Job Title: Quality Analyst Contact Center (Bilingual English/Arabic)

Job Description:

PREFERRED CANDIDATE QUALIFICATIONS

  • Currently available in the UAE.
  • Can join immediately.

As a Quality Analyst, your role involves executing the daily requirements of the Quality Assurance program for the Contact Center. You will assess customer experiences across various channels like inbound/outbound calls, email, chat, and social media, comparing them against the Company's performance standards. This includes evaluating advisors' demeanor, technical accuracy, customer service, and adherence to company policies and regulations. You will utilize a quality monitoring system to track performance, provide feedback to advisors, coaches, managers, and internal support groups. Additionally, you may deliver coaching, participate in call calibration, and play a crucial role in maintaining service quality and training.

Without your expertise, the management team may struggle to meet client service standards. You may also act as a Customer Service Advisor, handling calls, mentoring colleagues, and modeling exemplary customer service behaviors.

ESSENTIAL FUNCTIONS / CORE RESPONSIBILITIES:

  • Monitor, evaluate, and audit inbound/outbound calls, chats, and emails.
  • Report evaluation results to relevant stakeholders.
  • Participate in calibration sessions for scoring consistency.
  • Conduct internal quality audits to enhance overall contact quality.
  • Maintain a strong knowledge base of client products/services.
  • Make recommendations for process improvements and training enhancements.
  • Prepare reports on service quality trends.

CANDIDATE PROFILE:

You are required to have exceptional customer service skills, dedication, and commitment to providing outstanding customer care in the assigned program. You should be process-driven, organized, and capable of generating solutions.

  • 2 years of contact center experience with at least 1 year in Quality Assurance, preferably in real estate/travel sectors.
  • Bilingual fluency in English and Arabic.
  • Strong communication and interpersonal skills.
  • Graduate preferred; a combination of education and experience may be considered.
  • Passion for quality management, training, and customer service.
  • Flexible to work varied schedules, including nights, days, weekends, and shifts.
  • Empathetic and curious mindset.
  • Proficient with technology and comfortable working remotely.

Disclaimer:

The statements above describe the general nature of the job and the work performed by individuals in this role. They do not list all responsibilities and duties in detail.

Concentrix is an equal opportunity employer that evaluates applicants based on qualifications without discrimination.

Time Type: Full-time

Language Requirements: Arabic (Required), English (Required)

If you are a California resident, by submitting your information, you acknowledge the Job Applicant Privacy Notice for California Residents.

This job listing has been sourced from an external job board.


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