Quality Analyst

4 months ago

Dubai, United Arab Emirates Webhelp Full time

**Training & Quality**

**Location**
- Dubai, United Arab Emirates***

Job Title:
Quality Analyst - Contact Center ( Bilingual - English/ Arabic )

**Job Description**:
PREFERRED CANDIDATE QUALIFICATIONS - CURRENTLY AVAILABLE IN THE UAE.
- CAN JOIN IMMEDIATELY.

Without your expertise, the management team may not understand where it’s going wrong and struggle to achieve the level of service to which it has agreed with the client.
You may also be called upon to perform as a Customer Service Advisor and may take or make customer service calls, mentor other Customer service advisors and model live call behaviors and skills.
** ESSENTIAL FUNCTIONS / CORE RESPONSIBILITIES**
- Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners).
- Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices.
- Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes.
- Maintains strong program knowledge base; basic understanding of client products, services and/or program strategies.
- Makes recommendations for enhancements to training, processes or other areas to improve performance, removes customer effort and enhance the overall employees’ and customers’ experience.
- Prepare reports capturing service quality trends and variances for the team / department.

**CANDIDATE PROFILE**

You have outstanding customer service skills, dedication and commitment to provide exceptional customer care to the program assigned. You are process and compliance driven, well-organized are able to listen intently, demonstrate understanding, and participate in the generation of solutions.
- 2+ years’ experience in a contact center environment with at least 1 year as a Quality reviewer, monitoring calls and providing feedback preferably for an inbound (voice) program preferably in real estate / travel sector.
- A bilingual fluent English and Arabic speaker (ability to write, listen and speak needed).
- Strong Communication and Interpersonal skills.
- Graduate preferred in any stream and above. A combination of education and experience may be substituted and/or considered in lieu of the bachelor’s degree.
- Passion for management and review of all quality issues to include training, customer service, communication, workflow, reporting, SLA’s, coaching, appraisals, etc.
- Flexible to work in any schedule, nights, days and weekends with varying shifts or when covering another Quality Analyst as back-up.
- Empathetic approach and mindset.
- Genuine curiosity and desire to understand and to know why.
- Comfortable in working with individuals and team/s remotely.

**Disclaimer***

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.

**Location**:
ARE Dubai - Property# BCB2 515, Dubai CommerCity

Language Requirements:
Arabic (required), English (required)

Time Type:
Full time
** If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the **Job Applicant Privacy Notice for California Residents

  • Quality Analyst

    2 weeks ago

    Dubai, United Arab Emirates Interactive digits Marketing Management Full time

    We are looking for a Quality Analyst to join our team and help with testing products to meet our organization’s quality standards. Quality Analyst responsibilities include performing quality tests and validating test cases before products, software and systems are shipped to consumers. Ultimately, you will work with a small team to ensure our products...

  • Quality Analyst

    4 months 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

    3 months ago

    Dubai, United Arab Emirates Flying Colour Business Setup Services Full time

    **Role Description** This is a full-time on-site role for a Quality Analyst. The Quality Analyst will be responsible for conducting quality checks, maintaining quality control, ensuring compliance with standards, monitoring and evaluating internal processes, and providing feedback on quality assurance. **Qualifications** - Strong analytical skills and...

  • Quality Analyst

    3 months ago

    Dubai, United Arab Emirates KRISH Project Management Full time

    Job Description: The Quality Analyst is responsible for monitoring and evaluating the quality of products or 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...

  • Quality Analyst

    3 months ago

    Dubai, United Arab Emirates Krish Project Management Services Full time

    Job Description: The Quality Analyst is responsible for monitoring and evaluating the quality of products or 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...

  • Quality Analyst

    3 months ago

    Dubai, United Arab Emirates KRISH Project Management Full time

    Job Description: The Quality Analyst is responsible for monitoring and evaluating the quality of products or 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...

  • Quality Analyst

    3 months ago

    Dubai, United Arab Emirates Krish Project Management Services Full time

    **Job description** As a Quality Analyst for our tele-sales team, you will be responsible for monitoring and evaluating the quality of outbound sales calls, providing constructive feedback to agents, and implementing improvement strategies to enhance overall team performance. You will work closely with the tele-sales managers to develop and maintain quality...

  • Quality Analyst

    4 months 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 months 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 Analyst

    4 weeks ago

    Dubai, United Arab Emirates Unilever Full time

    With 3.4 billion people in over 190 countries using our products every day, Unilever is a business that makes a real impact on the world. Work on brands that are loved and improve the lives of our consumers and the communities around us. We are driven by our purpose: to make sustainable living commonplace, and it is our belief that doing business the right...

  • Quality Analyst

    3 months ago

    Dubai, United Arab Emirates Krish Project Management Services Full time

    As a Quality Analyst for our tele-sales team, you will be responsible for monitoring and evaluating the quality of outbound sales calls, providing constructive feedback to agents, and implementing improvement strategies to enhance overall team performance. You will work closely with the tele-sales managers to develop and maintain quality assurance standards...

  • Call Centre Quality Analyst

    4 months ago

    Dubai, United Arab Emirates Blue Iris Software Trading LLC Full time

    **Job Description: Quality Analyst - Call Center** **Note**:This is a 6 working day job. **Overview**: **Responsibilities**: - Identify areas for improvement and ensure compliance with company policies and procedures. - ** Call Calibration**: - Participate in call calibration sessions to ensure consistent scoring across the team. - Align with other...

  • Quality Analyst

    4 weeks ago

    Dubai, United Arab Emirates Unilever Full time

    With 3.4 billion people in over 190 countries using our products every day, Unilever is a business that makes a real impact on the world. Work on brands that are loved and improve the lives of our consumers and the communities around us. We are driven by our purpose: to make sustainable living commonplace, and it is our belief that doing business the right...

  • Quality Assurance Analyst

    2 months ago

    Dubai, United Arab Emirates Dice Full time

    The Quality Assurance Analyst will deliver the highest levels of quality to a suite of software products for the Zelis Claims team. The Quality Assurance Analyst will be involved in design, development and execution of system tests covering a number of Zelis healthcare revenue cycle management products.The position will primarily focus on creating test cases...

  • Data Quality Analyst

    2 months ago

    Dubai, United Arab Emirates Webhelp Full time

    Hi, Looking for a Data Quality Analyst for a position with Concentrix+Webhelp - client Cisco. The position is for our Sales Incentive Team. Please check the requirements as below before applying Skills:Strong Data Analytical skills – Needs to have prior Data Analyst ExperienceHands on knowledge on Advanced Excel - must have (preferrable...

  • Quality Analyst

    3 weeks ago

    Dubai, United Arab Emirates Talent Pal Full time

    With 3.4 billion people in over 190 countries using our products every day, Unilever is a business that makes a real impact on the world. Work on brands that are loved and improve the lives of our consumers and the communities around us. We are driven by our purpose: to make sustainable living commonplace, and it is our belief that doing business the right...

  • Quality Assurance Analyst of Contact Center

    4 months ago

    Dubai, United Arab Emirates Global Career Heights (GCH) Full time

    We are GCH Human Resource currently hiring for one of our reputed leading developers in Dubai Location **Designation: Quality Assurance Analyst** **Experience: 1 to 2 years** **Location: Dubai** **Education: Any Graduate Holder** **Salary - 8 to 10 K** - Monitoring quality of calls made received or made by contact center. - Listening to call recordings...

  • Quality Assurance Analyst

    2 months ago

    Dubai, United Arab Emirates Dice Full time

    The QualityAssurance Analyst will deliver the highest levels ofquality to a suite of software products for the Zelis Claims team.The Quality Assurance Analyst will be involved in design,development and execution of system tests covering a number ofZelis healthcare revenue cycle managementproducts.The position will primarily focus oncreating test cases for...

  • Chief Analyst- Quality

    4 months 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 Control Analyst

    3 months ago

    Dubai, United Arab Emirates Move One Full time

    Job Description Job Summary 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,...