Quality Analyst | Concentrix Abu Dhabi

4 weeks ago

abu dhabi, United Arab Emirates Concentrix Full time
Quality Analyst | Concentrix Abu DhabiWe understand customers better than anyone else can. Within billions of data-points, our engineers find and harness the insight to craft experiences that touch hearts and move markets. We believe in creating experiences that go beyond Wow; combining human talent with artificial intelligence to design, build and run truly integrated customer journeys, at scale, across the entire enterprise.As a Quality Analyst, you have to execute the daily requirements of the Quality Assurance program for the Contact Center. You will evaluate a customers’ experience as they interact with your customer service advisors through inbound and outbound calls, email, chat, and social media responses. As they do, you compare it against the Company’s standards of performance —a Scorecard. This may include assessing Advisors’ demeanor, technical accuracy, customer service performance, and conformity to company policies/procedures and regulatory guidelines. You would use a quality monitoring system to compile and track performance and provides actionable data and feedback to call center advisors, coaches and managers as well as to various internal support groups, as requested. You may be called upon to deliver effective coaching to contact center advisors, are expected to participate in call calibration sessions on an ongoing basis and have a pivotal role to play in call center QA and training.Quality Analyst | Concentrix Abu Dhabi | Apply Now1+ years’ experience in a contact center environment with at least 6 months as a Quality reviewer, monitoring calls and providing feedback preferably for an inbound (voice) program in a banking / insurance / telecom / healthcare or any service industry.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.Proficiency with technology, especially computers, software applications, and phone systems.Comfortable in working with individuals and team/s remotely.
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