Quality Analyst

2 weeks ago

Dubai, Dubai, United Arab Emirates Elevon Core Full time

Training& Quality

Location Dubai United Arab Emirates

Job Title:

Quality Analyst Contact Center ( Bilingual English/ Arabic )

Job Description

PREFERRED CANDIDATEQUALIFICATIONS
  • CURRENTLY AVAILABLE INTHE UAE.
  • 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 andtraining.
Without your expertise the management team maynot understand where its going wrong and struggle to achieve thelevel of service to which it has agreed with the client.
You may also be called upon to perform as a Customer ServiceAdvisor and may take or make customer service calls mentor otherCustomer service 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.
  • Participates ininternal quality audits (e.g. periodic audits of existing processesto determine process control and efficiencies) designed to improveoverall 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.

CANDIDATEPROFILE

You have outstanding customerservice skills dedication and commitment to provide exceptionalcustomer care to the program assigned. You are process andcompliance driven wellorganized are able to listen intentlydemonstrate understanding and participate in the generation ofsolutions.

  • 2 years experience in acontact center environment with at least 1 year as a Qualityreviewer monitoring calls and providing feedback preferably for aninbound (voice) program preferably in real estate / travelsector.
    • A bilingual fluentEnglish and Arabic speaker (ability to write listen and speakneeded).
    • Strong Communication and Interpersonalskills.
    • Graduate preferred in any stream andabove. A combination of education and experience may be substitutedand/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 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 DubaiProperty# BCB2 515 Dubai CommerCity

LanguageRequirements:

Arabic (Required) English (Required)

Time Type:

Full time

If youare a California resident by submitting your information youacknowledge that you have read and have access to theJob Applicant Privacy Notice for CaliforniaResidents


Thisjob has been sourced from an external job board.
Morejobs on
Key Skills
GasChromatography,Laboratory Experience,Archival Standards,ELISA,TestCases,Analytical Chemistry,Quality Assurance,Spectroscopy,QualityControl,cGMP,Selenium,Western Blot
EmploymentType : Full Time
Vacancy: 1

  • Testing and Quality Specialist

    3 days ago

    Dubai, Dubai, United Arab Emirates Divya Staffing Solution Full time

    About the Role:The Senior Quality Analyst will play a vital role in ensuring the quality of our products and services.This is an exciting opportunity for a talented and experienced Quality Analyst to join our team.We are looking for someone who can lead the way in developing and implementing high-quality testing frameworks and processes.As a Senior Quality...

  • Hydrological Analyst

    18 hours ago

    Dubai, Dubai, United Arab Emirates Client of Aurawoo International Full time

    We are seeking a highly skilled Hydrological Analyst to join our team at the Client of Aurawoo International. As a Hydrological Analyst, you will be responsible for analyzing and interpreting data related to hydrology, water quality, and water resources. Your primary responsibility will be to identify trends and patterns in data, and provide insights to...

  • Quality Assurance Expert

    3 days ago

    Dubai, Dubai, United Arab Emirates Divya Staffing Solution Full time

    Job Description:Senior quality analysts play a crucial role in ensuring the quality of products and services. They design and develop automation testing frameworks, maintain a thorough understanding of industry trends, and participate in requirement review meetings. These professionals also document detailed test scenarios and coordinate test plans across...

  • Data Analyst

    2 weeks ago

    Dubai, Dubai, United Arab Emirates Sisco Jobs Full time

    Data Analyst Job DescriptionWe are seeking a skilled Data Analyst to join our team in the technology industry. The ideal candidate will have 5 years of experience in data analysis and a strong understanding of data management and visualization.As a Data Analyst, you will be responsible for interpreting data, analyzing results, and providing insights to...

  • National_HR Analyst

    1 week ago

    Dubai, Dubai, United Arab Emirates Robinson & Co (Singapore) Pte Ltd Full time

    Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more...

  • Quality Review and Audit Analyst

    1 week ago

    Dubai, Dubai, United Arab Emirates Cigna Full time

    The job profile for this position is GIH Quality Review and Audit Analyst, which is a Band 2 Role.Excited to grow your career?We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage...

  • Credit Analyst

    18 hours ago

    Dubai, Dubai, United Arab Emirates First Abu Dhabi Bank Full time

    Job Overview:We are seeking a highly skilled Credit Analyst to join our team at First Abu Dhabi Bank. As a Credit Analyst, you will play a key role in analyzing clients' financial statements and credit history to meet the bank's lending standards.Your Key Responsibilities:Analyze clients' financial statements – bank statements and/or audited...

  • Data Analyst

    2 weeks ago

    Dubai, Dubai, United Arab Emirates Sisco Jobs Full time

    Position :Data AnalystExperience : 5YearsSalary :depends upon experienceLocation :DubaiJobDescription We areseeking a skilled Data Analyst to join our team in the technologyindustry. The ideal candidate will have 5 years of experience indata analysis and a strong understanding of data management andvisualization. As a Data Analyst you will be responsible...

  • Quality Review and Audit Analyst

    2 days ago

    Dubai, Dubai, United Arab Emirates Cigna Full time

    The job profile for this position is GIH Quality Review and Audit Analyst, which is a Band 2 Role. Excited to grow your career? We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we...

  • Service Quality Expert

    3 days ago

    Dubai, Dubai, United Arab Emirates KCA Consultants Full time

    Why Join Us?KCA Consultants offers a unique opportunity to work with a dynamic team of professionals who possess a passion for delivering high-quality consulting services. As a Business Process Analyst, you will have the chance to:Gain hands-on experience in the consulting industry.Develop your business and process analytical skills.Work on real-world...

  • Senior Data Analyst with Insurance Expertise

    18 hours ago

    Dubai, Dubai, United Arab Emirates Arcus Search Full time

    We are seeking a highly skilled Senior Data Analyst with insurance expertise to join our client's team. As a Senior Data Analyst, you will work closely with IT and business stakeholders to gather requirements, provide business analysis, and create key project documentation.Gathering business and technical requirementsProviding business analysis on data...

  • Business Data Analyst for Azure Solutions

    18 hours ago

    Dubai, Dubai, United Arab Emirates Arcus Search Full time

    We are looking for a skilled Business Data Analyst to join our client's team, specializing in Azure solutions. As a Business Data Analyst, you will work closely with IT and business stakeholders to gather requirements, provide business analysis, and create key project documentation.Gathering business and technical requirementsProviding business analysis on...

  • Salesforce Analyst

    2 weeks ago

    Dubai, Dubai, United Arab Emirates Talent Pal Full time

    The SalesforceAnalyst will work with other members of the Sales Effectivenessteam in defining and analyzing stakeholder requirements and inplanning and building practical effective solutions on theSalesforce platform. As a member of the Sales Effectiveness teamthe Salesforce Analyst will participate in all team developmentactivities including sprint planning...

  • Real Estate Data Analyst Manager

    7 days ago

    Dubai, Dubai, United Arab Emirates Robinson & Co (Singapore) Pte Ltd Full time

    Real Estate Data Analyst ManagerAs a Real Estate Data Analyst Manager, you will be responsible for delivering high-quality data-driven insights that support business decision-making. Your primary focus will be on analyzing large datasets related to real estate markets, including sales data, demographic information, and economic indicators.You will use...

  • Business Analyst

    2 weeks ago

    Dubai, Dubai, United Arab Emirates SALT Full time

    Business Analyst - Abu Dhabi - 12 month contract - Onsite in Abu Dhabi Our customer are seeking a skilled Business Analyst with a strong background in testing, who has proven experience working in the logistics domain within the UAE to join their team. This role combines the ability to analyze business needs, collaborate with stakeholders, and ensure...

  • Financial Services Operations Analyst

    18 hours ago

    Dubai, Dubai, United Arab Emirates TechnohandZ Global Full time

    Financial Services Operations Analyst Job Description:TechnohandZ Global is seeking an experienced Financial Services Operations Analyst to support our financial services operations team. As a Financial Services Operations Analyst, you will be responsible for analyzing business requirements, identifying opportunities for process improvement, and developing...

  • Data Analyst

    22 hours ago

    Dubai, Dubai, United Arab Emirates Miral Experiences Full time

    Job Description The Data Analyst will play a key role in analyzing complex datasets, generating insights, and supporting data-driven decision-making across various business functions. The role involves assisting in the analysis of data, interpreting results, and presenting findings in a clear and concise manner through reports and presentations....

  • Quality Assurance Engineer

    6 days ago

    Dubai, Dubai, United Arab Emirates NDA Full time

    Quality Assurance Expert Wanted!We are seeking a Quality Assurance Engineer to join our client's dynamic team! This innovative company is pioneering the internet of liquidity, connecting apps and individuals across the entire DeFi ecosystem in real-time. With over 700,000 users and $8.6 billion in cross-chain transfers, they are one of DeFi's most-loved...

  • Process Innovation Analyst

    19 hours ago

    Dubai, Dubai, United Arab Emirates Traverse Technology Services Full time

    We are looking for a highly motivated Process Innovation Analyst to drive business growth and improve operational efficiency at Traverse Technology Services. As a Junior Business Analyst, you'll be responsible for developing and implementing process innovation solutions that meet business needs.About the JobThis 12-month contract role involves working on...

  • Quantitative Analyst

    7 days ago

    Dubai, Dubai, United Arab Emirates Caliberly Full time

    Caliberly is seeking a talented Quantitative Analyst to join our analytics team. As a key contributor, you'll be responsible for analyzing complex data sets and developing insights that inform business decisions.About the RoleThe ideal candidate will have a strong background in statistical analysis, data modeling, and communication. You'll work closely with...