See more Collapse

Lead Quality Assurance, Audit

2 months ago

Dubai, United Arab Emirates O Square Communications Hub Full time

**Lead Quality Assurance, Audit & Training Executive**

The Lead Quality Auditor & Trainer executive will listen to calls from the call center operators, recorded or live, monitor the chats - recorded or live in order to assess compliance with protocols and quality parameters. He/ She will be responsible for overall conversion KPIs for leads to opportunity funnel and must ensure daily performance targets are achieved by the call center team. He/ She will grade the call center employees and provide feedback on the issues that require improvement. They interpret and spread quality parameters approved by MMS Head of Marketing & Communications.

**Responsibilities**:

- Design, implement & monitor QA mechanisms and regulations which allow for selective

access control to CRM and reports & guarantee that only authorised parties (people,

processes, systems and devices) from call center have access to data, the way to

comply with confidential information and the risks of non-compliance.
- Participate in lead volume and quality monitoring and QA programs; and identifying

internal stake holders expectations.
- Monitor & listen daily (live or recorded) calls and chats & monitoring call center agent

performance procedures used in keeping track of call quality and methods for

improvement.
- Design, approve, and evaluate all training programs, and training materials for internal

lead queue teams and call center.
- Conduct and analyze TNA (Training Needs Analysis) for Quality Assurance team

assigned from call center and provide quarterly/annual training plan to develop QA skills.
- Provide scheduled training & feedback to team leaders from call center on

training/coaching requirement for their employees.
- Coordinate with the marketing operations team to ensure all required KPIs are met.
- Identify areas of development and under performance of lead queue teamand take

corrective actions.
- Support performance management systems in order to enhance company’s marketing

performance.
- Prepare and analyze internal and external quality reports through CRM
- Manage QA team members’ performance reviews and comments.

**Minimum Qualifications**:
Bachelor's degree in any related field.

**Training**: Customer Relation Management, Quality assurance and control is a strong plus and

ToT (Train of Trainer).

Minimum Experience : 3f+ Years of Experience in a role at the contact centeror banking or any

previous governance role and experience in audit and/or quality management

**Skills**:
**Communication Skills**:Strong verbal and written communication skills in English Language,

Arabic is an added advantage.

**Personal Skills**:

- Outspoken team player
- Excellent influencing skills
- Ability to work under pressure
- Ability to multi-task
- Ability to deal effectively and patiently with others
- Customer service oriented
- Problem analysis and solving skills
- Detail oriented
- Strong knowledge of customer care processes and techniques
- Coaching and mentoring
- Analytical and logical reasoning & numerical skills.

**Managerial Skill**:

- Time management skills
- Handle problems quickly and efficiently
- Leadership skills
- Excellent motivator

**Job Types**: Full-time, Permanent

We have other current jobs related to this field that you can find below

  • Quality Assurance Lead

    3 weeks ago

    dubai, United Arab Emirates Quality Analytics Full time

    This is a full-time on-site role for a Quality Assurance Lead who will be responsible forIdentify gaps in ITSM and ISMS implementationCreate and implement plan to close gaps in implementation.Ensure SLA adherence and proactive monitoringMonitor and validate Key Performance Indicators (KPI)Analyze data to identify improvements, problem management.Perform...

  • Head of Quality Assurance

    2 weeks ago

    Dubai, United Arab Emirates Adecco Full time

    **Head of Quality Assurance - Audit** Find your next job opportunity with Adecco. Role: Head of Quality Assurance - Audit Job Location: Dubai Client Industry: Auditing Firm Roles - Responsible for defining quality assurance strategy, approach and execution in line with ISQM requirements. - Provide leadership and technical expertise within Quality...

  • Quality Assurance Lead

    2 months ago

    dubai, United Arab Emirates Intertec Systems Full time

    This is a full-time on-site role for a Quality Assurance Lead who will be responsible forIdentify gaps in ITSM and ISMS implementationCreate and implement plan to close gaps in implementation.Ensure SLA adherence and proactive monitoringMonitor and validate Key Performance Indicators (KPI)Analyze data to identify improvements, problem management.Perform...

  • External Auditor with Only Audit Firm Experience

    2 months ago

    Dubai, United Arab Emirates Audit and Assurance Full time

    **Job Types**: Full-time, Permanent, Temporary, Contract Contract length: 12 months **Salary**: AED3,500.00 - AED7,000.00 per month **Experience**: - external Audit: 3 years (required) Application Deadline: 01/04/2023

  • External Auditor with Only Audit Firm Experience

    6 days ago

    Dubai, Dubai, United Arab Emirates Audit and Assurance Full time

    Job Types: Full-time, Permanent, Temporary, ContractContract length: 12 monthsSalary: AED3, AED7,000.00 per monthExperience:- external Audit: 3 years (required)Application Deadline: 01/04/2023

  • Quality Assurance Manager- Mackenzie Stuart- Dubai- UAE

    3 weeks ago

    dubai, United Arab Emirates Quality Analytics Full time

    Quality Assurance Manager, Mackenzie Stuart, Dubai, UAE Posted on: Jan.18.2023Quality Assurance Manager, Mackenzie Stuart, Dubai, UAEJob Ref: TWB-QA-UAESalary Range: 28,000AED- 35,000AEDLocation: UAE-DubaiMackenzie Stuart is working in close partnership with a market-leading logistics company. The company is a full-service logistics provider, focusing on...

  • Quality Assurance

    6 days ago

    Dubai, Dubai, United Arab Emirates LED FLEX GROUP Full time

    _About us_LED Flex is a manufacturer of LED luminaires, established for over 10 years and is looking to add a Quality Assurance & Sustainability Officer. We design, develop and manufacture LED lighting solutions for the UK and International markets. At LED Flex we continue to lead the way in terms of performance, efficiency and ecological friendly exterior...

  • Quality Assurance Manager

    2 weeks ago

    Dubai, United Arab Emirates Acino Full time

    Acino is a Swiss pharmaceutical company, leader in advanced drug delivery technologies. We have a clear focus on selected emerging markets in the Middle East, Africa, the CIS Region and Latin America, and operate in some of the most dynamic countries of the world. We value courage, commitment, trust and empathy and provide an environment that supports...

  • Quality Assurance Manager

    3 weeks ago

    Dubai, United Arab Emirates Acino Pharma Full time

    **Dubai, UAE, Middle East, Turkey, and Africa**: Acino is a Swiss pharmaceutical company, leader in advanced drug delivery technologies. We have a clear focus on selected emerging markets in the Middle East, Africa, the CIS Region and Latin America, and operate in some of the most dynamic countries of the world. We value courage, commitment, trust and...

  • Quality Assurance Executive

    2 months ago

    Dubai, United Arab Emirates Vegberry Full time

    Summary: We are seeking a highly motivated and experienced Quality Assurance Executive to join our dynamic team. As a Quality Assurance Executive, you will be responsible for implementing and maintaining our quality assurance systems and procedures to ensure that our products and services meet the highest standards. You will also be responsible for...

  • Quality Assurance Executive

    6 days ago

    Dubai, Dubai, United Arab Emirates Vegberry Full time

    Summary:We are seeking a highly motivated and experienced Quality Assurance Executive to join our dynamic team. As a Quality Assurance Executive, you will be responsible for implementing and maintaining our quality assurance systems and procedures to ensure that our products and services meet the highest standards. You will also be responsible for conducting...

  • Quality Assurance Coordinator

    3 weeks ago

    Dubai, United Arab Emirates 3C Metal Middle East Full time

    We are looking for a QA Coordinator to develop and maintain a high level of quality assurance processes, documentation and standards including internal audits of the quality management system. - Minimum 4 years of experience working with quality systems, preferably in oil and gas filed. - Certified Internal Auditor for ISO 9001, working knowledge of API Q1...

  • Quality Assurance Manager

    1 month ago

    dubai, United Arab Emirates LOBA GROUP Full time

    We have paired up with a leading developer in the UAE. Our Client is currently looking for a Quality Assurance / Quality Control Manager to work on a series of villa projects in Dubai.ResponsibilitiesDevelop standardised production, quality, and customer-service standardsIdentify potential risks before they become a problem, focusing on root cause analysis...

  • Quality Assurance Manager

    2 months ago

    Dubai, United Arab Emirates Mackenzie Stuart Full time

    Mackenzie Stuart is working in close partnership with a market-leading logistics company. The company is a full-service logistics provider, focusing on Contract Logistics We are currently recruiting for a Quality Assurance Manager** - Dubai** **Responsibilities of the role include, but are not limited to**: - Directing **Pharmaceutical** logistics...

  • Quality Assurance Officer

    2 months ago

    Dubai, United Arab Emirates Hireget Full time

    **Responsibilities**: - Develop and implement quality assurance policies and procedures to ensure product and service quality. - Conduct quality audits and inspections to identify issues and recommend improvements. - Monitor quality metrics and analyze data to identify trends and areas for improvement. - Collaborate with cross-functional teams to ensure...

  • Coatings Quality Assurance Manager

    2 months ago

    Dubai, United Arab Emirates Paints and Coatings Sector Full time

    **Job Title: Coatings Quality Assurance Manager** **Location: United Arab Emirates (UAE)** A leading coatings manufacturer and supplier, committed to delivering exceptional quality and performance to our customers is hiring a Coatings Quality Assurance Manager. With a focus on innovation and customer satisfaction, they have established a strong reputation...

  • Quality Lead

    2 months ago

    Dubai, United Arab Emirates Salt Recruitment Full time

    Salt is representing one of the largest and most successful SAP solutions providers. With a large footprint in Dubai, they work with stakeholders to drive change and create agile organizations. They are seeking an experienced **Quality Lead with Tax & Revenue management experience.** You will be responsible for providing the capability to test several...

  • Audit Quality Manager

    2 weeks ago

    Dubai, United Arab Emirates CK Search Global Full time

    This is a rare opportunity for an experienced audit assistant manager or 1st year manager to move into a hugely varied audit quality role. You will be working with the fantastic and highly internationally experienced audit quality director of one of the world’s largest and most successful audit firms. As such this is an outstanding opportunity to launch...

  • Associate - Quality Assurance

    3 weeks ago

    Dubai, United Arab Emirates Kitopi Full time

    To meet Kitopi's goals, as an Associate - Quality Assurance, you have to oversee and control all quality control activities (hygiene, santitation) in accordance with identified quality assurance standards, company procedures, client specifications, and contract requirements. **What You'll Do**: - Carry out daily inspections on the premises to ensure all...

  • Manager Quality Assurance

    3 weeks ago

    Dubai, United Arab Emirates Delivery Hero Full time

    About the opportunity **Role Summary** We’re looking for a Manager Quality Assurance to join the team and focus on enhancing Ultra Fresh quality proposition (Fresh Produce, Fresh Meat & Seafood) in our own Grocery Store “tMart”, which is the region’s first cloud store concept offering 30-minute delivery of groceries at hypermarket prices. The...