Quality Analyst

3 weeks ago


abu dhabi, United Arab Emirates Concentrix Full time
  • Quality Analyst - Native Arabic speaker Abu Dhabi UAE
Quality Analyst - Native Arabic speaker Abu Dhabi UAE

ESSENTIAL FUNCTIONS / CORE RESPONSIBILITIES• Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email.• 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.

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