Quality Analyst

3 weeks ago

Dubai, United Arab Emirates Elevon Core Full time

Training& Quality

LocationDubai 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

  • Quality Analyst

    7 days ago

    Dubai, United Arab Emirates KRISH Project Management Full time

    Job Description: The Quality Analyst is responsible for monitoring and evaluating the quality of services. This includes conducting audits, analyzing data, identifying areas for improvement, and implementing quality control measures. The Quality Analyst will also collaborate with cross-functional teams to develop and implement quality assurance processes and...

  • Quality Analyst

    7 days ago

    Dubai, United Arab Emirates Ki Consulting Full time

    We are a recruitment company based in Dubai and are currently looking for Quality Analysts to work in the Dubai area with our client. Our client is: - US-based company with offices in the UAE - Working with international clients - Exposure to IT and technology marketing - Learned best practice from industry leaders - High-caliber sales team in the US, which...

  • Quality Analyst

    18 hours ago

    Dubai, United Arab Emirates Wide Computer Systems LLC Full time

    Service Quality Analyst -required Hospitality **Salary**: AED3,000.00 - AED5,000.00 per month **Experience**: - Hospitality: 1 year (preferred) **Language**: - Arabic (preferred) - French (preferred)

  • Quality Analyst

    4 days ago

    Dubai, United Arab Emirates LM EXCHANGE Full time

    Position: Quality Analyst **Salary**: 2.5K to 3K Qualification: College Graduate and Expert in Excel Experience: Freshers can also apply Language: English and Hindi are compulsory **Salary**: AED2,500.00 - AED3,000.00 per month

  • Quality Analyst

    7 days ago

    Dubai, United Arab Emirates DEOW INTERNATIONAL FZ – LLC Full time

    Job in Dubai - Quality Analyst / Quality Checker - Garments / Fabrics Salary : 4000 AED - 5000 AED Per Month + UAE Standard Benefits **Job role**: ** Inspecting output samples using industry-appropriate methods, such as comparing to standards, measuring dimensions and examining functionality** ** Checking that the assembly or production line adheres to...

  • Quality Analyst

    6 days ago

    Dubai, United Arab Emirates Krish Project Management Services Full time

    Key Responsibilities: - Monitor and evaluate outbound sales calls to assess agent performance and adherence to quality standards. - Identify areas for improvement in sales techniques, product knowledge, and customer interactions. - Provide timely and constructive feedback to agents, coaching them on best practices and areas for development. - Develop and...

  • Quality Control Analyst

    4 days ago

    Dubai, Dubai, United Arab Emirates AL TAYER GROUP LLC Full time

    About the RoleWe are looking for a highly skilled Quality Control Analyst to join our team. The successful candidate will be responsible for ensuring the quality and reliability of software systems through rigorous testing and quality control processes.The Quality Control Analyst will work closely with cross-functional teams to identify and prioritize test...

  • Senior Quality Analyst

    3 weeks ago

    Dubai, United Arab Emirates Divya Staffing Solution Full time

    Senior quality analysts play a vital 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 multiple parties....

  • Senior Quality Analyst

    3 weeks ago

    Dubai, United Arab Emirates Divya Staffing Solution Full time

    Senior quality analysts play a vital 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 multiple parties....

  • Quality Analyst

    3 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...

  • Chief Analyst- Quality

    18 hours ago

    Dubai, United Arab Emirates Apex Employment Services Full time

    **Hiring Chief Analyst - Quality and Awards for a government entity.** Key Responsibilities and Accountability: - Managing, implementing and monitoring the policies and plans related to the Organization and providing full administrative and technical support to the award committee to ensure achieving the goals and objectives of the award and providing a...

  • Quality and Compliance Analyst

    5 days ago

    Dubai, Dubai, United Arab Emirates Amazon Full time

    Job ResponsibilitiesThe Quality and Compliance Analyst will be responsible for ensuring the accuracy and integrity of annotated data used to train AI models.The ideal candidate will have experience working with large datasets and be proficient in using tools such as Quicksights dashboards. They will also have strong analytical skills and be able to identify...

  • Quality Control Analyst

    3 weeks ago

    Dubai, United Arab Emirates Move One Full time

    The Quality Control Analyst will be responsible for analyzing and assigning all incoming quote requests to specific quoting coordinators and ensuring the quality of quotes at the end of the process.Responsibilities:Review and assign incoming quote requests to appropriate quoting coordinators based on workload, expertise, and availability.Provide...

  • Quality Control Analyst

    3 weeks ago

    Dubai, United Arab Emirates Move One Full time

    The Quality Control Analyst will be responsible for analyzing and assigning all incoming quote requests to specific quoting coordinators and ensuring the quality of quotes at the end of the process.Responsibilities:Review and assign incoming quote requests to appropriate quoting coordinators based on workload, expertise, and availability.Provide...

  • Quality Assurance Analyst- for a Call Center Based

    18 hours ago

    Dubai, United Arab Emirates GCH HR Full time

    Defined major impacts analyzing root causes affecting the overall quality score. - Managed a team of quality analysts globally. - Measured day to day and overall performance in daily huddle and meetings. - Conducted brainstorming meetings with the management and director analyzing existing and potential challenges. - Implemented monitoring program for daily...

  • Quality Control Analyst

    3 weeks ago

    Dubai, United Arab Emirates Move One Full time

    The Quality Control Analyst will be responsible for analyzing and assigning all incoming quote requests to specific quoting coordinators and ensuring the quality of quotes at the end of the process.Responsibilities: Review and assign incoming quote requests to appropriate quoting coordinators based on workload, expertise, and availability.Provide...

  • Quality Control Analyst

    3 weeks ago

    Dubai, United Arab Emirates Move One Full time

    The Quality Control Analyst will be responsible for analyzing and assigning all incoming quote requests to specific quoting coordinators and ensuring the quality of quotes at the end of the process.Responsibilities: Review and assign incoming quote requests to appropriate quoting coordinators based on workload, expertise, and availability.Provide...

  • Quality Assurance Analyst

    3 weeks ago

    Dubai, United Arab Emirates Bmw Dubai Full time

    Talent Acquisition Executive at Albatha Group Job Overview: As a Quality Assurance Analyst within the CRM & Contact Centre Department, you will ensure exceptional customer experience through effective quality control and assurance measures. Your role will involve overseeing and enhancing processes within the CRM and Contact Centre functions to uphold service...

  • Quality Assurance Analyst

    3 weeks ago

    Dubai, United Arab Emirates Bmw Dubai Full time

    Talent Acquisition Executive at Albatha Group Job Overview: As a Quality Assurance Analyst within the CRM & Contact Centre Department, you will ensure exceptional customer experience through effective quality control and assurance measures. Your role will involve overseeing and enhancing processes within the CRM and Contact Centre functions to uphold service...

  • Quality Assurance Analyst

    3 weeks ago

    Dubai, United Arab Emirates Wafeq وافِق Full time

    Get AI-powered advice on this job and more exclusive features. Note: This role requires an Arabic speaker . About Wafeq At Wafeq, we are building the platform to power all finance-related needs of small to medium businesses in the Middle East, starting with accounting. Our accounting software makes it easy for businesses to manage invoicing, VAT,...