Quality Assurance Executive

5 months ago


Sharjah, United Arab Emirates Ultimate HR Solutions Full time

Role Title: Contact Center Quality Assurance Executive

Work location: Al Zahia, Sharjah

Work Type: Outsourced, Full time, On-site

Working Days: 6 days of the week, 1 day off

The Contact Center Quality Assurance Executive is required to perform below tasks:

- Contact Center Quality Assurance is responsible for assessing the quality of the performance of the call center associates.
- Track customer service and conformity as per company policies and procedures
- The individual will assist in developing, creating, and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall company’s customer service experience
- Participates in the design of call monitoring formats and quality standards
- Performs call monitoring and provides trend data to site management team
- Uses quality monitoring data management system to compile and track performance of team
- Coordinates and facilitates call calibration sessions for call center staff
- Provides feedback to the call center manager
- Prepares and analyses internal and external quality reports for management staff review.

**Salary**: AED7,000.00 - AED9,000.00 per month

Ability to Commute:

- Sharjah (required)

Ability to Relocate:

- Sharjah: Relocate before starting work (required)



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