Quality Assurance Analyst

1 week ago


Dubai, 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 excellence and customer satisfaction.

Responsibilities:

  1. Monitor and assess customer interactions (calls, emails, chats, etc.) to ensure they meet predefined quality standards.
  2. Identify opportunities for improvement in communication, issue resolution, product knowledge, and process adherence.
  3. Prepare and present detailed quality reports, including trends, agent performance metrics, and actionable insights.
  4. Maintain accurate records of evaluations and feedback.
  5. Provide constructive feedback to agents to enhance their performance and align with company standards.
  6. Collaborate with team leaders and supervisors to address recurring quality issues.
  7. Work with operations and training teams to improve processes and enhance customer experience.
  8. Recommend updates to scripts, workflows, and knowledge bases based on observed trends.
  9. Ensure adherence to legal and regulatory requirements as well as internal policies.
  10. Report any compliance breaches or risks to management promptly.
  11. Support new hire training by identifying skill gaps and providing targeted feedback.
  12. Assist in the development of training materials and quality guidelines.
  13. Analyze customer feedback and satisfaction surveys to identify areas for improvement.
  14. Suggest proactive solutions to enhance the overall customer experience.

Qualifications:

  1. In-depth knowledge of CRM systems, Contact Centre operations, and quality assurance methodologies.
  2. Strong analytical and problem-solving skills.
  3. Effective communication and interpersonal abilities.
  4. Detail-oriented with a commitment to maintaining high-quality standards.
  5. Familiarity with industry-specific regulations governing CRM and Contact Centre activities.

Please note that only shortlisted candidates will be contacted. Thank you for your interest in joining AGMC.

Seniority level

Associate

Employment type

Full-time

Job function

Quality Assurance and Business Development

Industries

Motor Vehicle Manufacturing and Telephone Call Centers

#J-18808-Ljbffr

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

    We are seeking a meticulous and experienced Test Analyst to join our quality assurance team. The Test Analyst will be responsible for designing, developing, and executing tests to ensure the quality and functionality of our software products. This role involves closely collaborating with developers to identify and resolve defects, improve performance, and...

  • Senior Data Analyst

    5 days ago


    Dubai, Dubai, United Arab Emirates TASC Outsourcing Full time

    About the RoleWe are looking for a seasoned Senior Data Analyst - Quality Assurance to lead our data quality initiatives. As a trusted advisor to our leadership team, you will use your expertise to drive data-driven decision-making and improve business outcomes.Your responsibilities will include developing and maintaining data quality frameworks, conducting...


  • Dubai, Dubai, United Arab Emirates Presentail SA Full time

    SYSTEMS ASSURANCE ANALYST II (TRANSPORT & RAIL)- Full-time- Remote: NoJobs for Humanity is collaborating with Atkins to build an inclusive and just employment ecosystem. We support individuals coming from all walks of life.Company Name: AtkinsAtkinsRéalis is looking for Systems Assurance Analyst for a Rail Project in GCC. This role is subject to Client's...


  • Dubai, Dubai, United Arab Emirates AtkinsRéalis Full time

    Systems Assurance Analyst for a Rail Project in GCC.This role is subject to Client's approval.About AtkinsRéalisCreated by the integration of long-standing organizations dating back to 1911, AtkinsRéalis is a world-class engineering services and nuclear company dedicated to engineering a better future for our planet and its people. We create sustainable...


  • Dubai, Dubai, United Arab Emirates Presentail SA Full time

    Jobs for Humanity is collaborating with Atkins to build an inclusive and just employment ecosystem. We support individuals coming from all walks of life.Company Name: AtkinsJob DescriptionAtkinsRéalis is looking for Systems Assurance Analyst for a Rail Project in GCC. This role is subject to Client's approval.Job OverviewThe Systems Assurance Analyst...


  • Dubai, Dubai, United Arab Emirates Saeed & Mohammed Al Naboodah Group Full time

    Role SummaryThe IT Testing and Quality Assurance Manager will be responsible for planning, coordinating, and managing all testing related activities during the SAP project lifecycle in line with industry best practices. This includes overseeing the creation and execution of test strategy, plans, ensuring alignment with project goals, and managing the testing...


  • Dubai, Dubai, United Arab Emirates Teamware Solutions Quantum Leap Consulting Pvt. Ltd Full time

    As a Banker Platform Quality Assurance professional, you'll play a vital role in ensuring the quality of our banking platform applications.About the Role:We're looking for someone with experience in designing test cases, conducting UAT, and regression testing.As a Banker Platform Quality Assurance professional, you'll be responsible for thorough end-to-end...


  • Dubai, Dubai, United Arab Emirates Vacancies Full time

    Quality Assurance Coordinator Job Description">The Quality Assurance Coordinator will play a key role in ensuring the quality of medical claims processed by our organization. This involves developing and implementing quality assurance programs, conducting audits and assessments, and providing training and guidance to staff members.">Main...


  • Dubai, Dubai, United Arab Emirates Ontime Group Full time

    We are looking for a Quality Assurance Specialist to join our team and oversee the quality of all products and services that our organization produces. Quality Assurance Specialist responsibilities include developing quality standards, conducting tests and identifying issues in the production of our products or services. Ultimately, you will work with a...


  • Dubai, Dubai, United Arab Emirates Autoneum Management Ltd Full time

    At Autoneum Management Ltd, we are seeking an exceptional Quality Assurance Expert to join our team. As a key member of our quality assurance team, you will play a vital role in ensuring that our suppliers meet the highest standards of quality and compliance.Main Responsibilities:Suppliers Audit: Conduct thorough audits of our suppliers' quality systems,...


  • Dubai, Dubai, United Arab Emirates Unilever Brazil Full time

    Job DescriptionThis role involves managing the Quality Lab for personal care factory, overseeing consumables, instruments, and key systems in the laboratory. The ideal candidate will have excellent leadership skills and experience in managing teams, with a strong background in quality assurance and supply chain management.Key responsibilities include:Quality...


  • Dubai, Dubai, United Arab Emirates Multilink Management Consultant Full time

    Quality Assurance SpecialistWe are seeking a highly skilled Quality Assurance Specialist to join our team at Multilink Management Consultant.The ideal candidate will have at least 5 years of experience in a manufacturing environment, formulating and compiling tasks that include:Ensuring compliance with ISO standards and certification requirements.Awareness...

  • Quality Analyst

    1 week ago


    Dubai, Dubai, United Arab Emirates Elevon Core Full time

    Training & QualityLocation: Dubai, United Arab EmiratesJob Title: Quality Analyst Contact Center (Bilingual English/Arabic)Job Description:As a Quality Analyst, you will execute the daily requirements of the Quality Assurance program for the Contact Center. You will evaluate customers' experiences as they interact with customer service advisors through...


  • Dubai, Dubai, United Arab Emirates Oil And Gas Job Search Ltd Full time

    Job Title: Quality Assurance SpecialistOil And Gas Job Search Ltd is seeking a highly skilled and experienced Quality Assurance Specialist to join our team. As a Quality Assurance Specialist, you will be responsible for inspecting precision metal parts, ensuring they meet the required standards. This is an exciting opportunity for individuals who are...


  • Dubai, Dubai, United Arab Emirates Talents Tide Full time

    We are seeking a highly skilled Quality Assurance Manager – Internal Audit to ensure the effectiveness and compliance of the internal audit function within our bank. The role requires a seasoned professional with a minimum of 5-10 years of internal audit experience in large banks within the GCC , including at least 3 years of hands-on Quality Assurance...


  • Dubai, Dubai, United Arab Emirates Dautom Full time

    In this role, you will have the opportunity to work closely with one of our esteemed clients. They have chosen Dautom as their trusted partner for their upcoming projects.Job Title: Quality Assurance SpecialistJob Purpose:A Quality Assurance Specialist is a professional who is responsible for monitoring, inspecting and proposing measures to correct or...


  • Dubai, Dubai, United Arab Emirates Bureau Veritas Switzerland AG Full time

    Job DescriptionThe role of a Quality Assurance Specialist is to ensure that equipment, products, and installations conform to specified requirements. This involves performing quality inspections, identifying non-conformities, and implementing corrective actions.As a Quality Assurance Specialist, you will work closely with clients to understand their needs...


  • Dubai, Dubai, United Arab Emirates TOTAL Deutschland GmbH Full time

    Job OverviewThe Quality Assurance Lead is responsible for ensuring that all quality-related activities within their region are performed in accordance with Company standards. This involves developing and implementing quality management systems, conducting audits, and providing training and support to employees.Key ResponsibilitiesDevelop and implement...


  • Dubai, Dubai, United Arab Emirates BSI Group Full time

    Job SummaryBSI Group is seeking a highly skilled Quality Assurance Consultant to join our team. As a Quality Assurance Consultant, you will be responsible for ensuring that all training programs delivered by BSI meet the highest standards of quality and excellence.You will work closely with our team to develop and implement quality assurance processes and...


  • Dubai, Dubai, United Arab Emirates Dicetek LLC Full time

    Overall responsibility of Complaints Quality Assurance evaluator would be to independently handle and drive:Complaints Handling Quality AssuranceConduct quality assurance checks on standards of complaints casework, correspondence, and handlingAnalyze complaints to ensure Policies and Standard Operating Procedures are followed, ensure communication with...