Bilingual Quality Analyst - English/Arabic (Contact Center)

Concentrix; Dubai; On-site; AED 90,000 - 130,000; Full time

Job summary

Concentrix in Dubai is seeking a Quality Analyst for the Contact Center. You will evaluate customer interactions across calls, email, chat and social media, sampling against the company scorecard and providing actionable feedback to agents and coaches.

The role requires 2+ years in a contact center, bilingual in English and Arabic, strong communication, and willingness to work varied shifts. You may also perform as a Customer Service Advisor and participate in calibration sessions.

Qualifications

• 2+ years of experience in a contact center with a QA focus.
• Bilingual in English and Arabic (written and spoken).
• Strong communication and interpersonal skills.
• Graduate degree preferred; experience may substitute.

Responsibilities

• Monitors and audits a sample of calls and other channels (chat, email).
• Reports results to Quality Leadership, Operations and clients.
• Participates in calibration sessions to ensure scoring consistency.
• Provides coaching and feedback to contact center agents.
• Prepares service quality trend reports for management.

Skills

Bilingual English Arabic

Quality assurance

Customer service

Communication skills

Education

Bachelor's degree or equivalent

Tools

Quality monitoring system

Call calibration sessions

Job description

Concentrix in Dubai is seeking a Quality Analyst for the Contact Center. You will evaluate customer interactions across calls, email, chat and social media, sampling against the company scorecard and providing actionable feedback to agents and coaches.

The role requires 2+ years in a contact center, bilingual in English and Arabic, strong communication, and willingness to work varied shifts. You may also perform as a Customer Service Advisor and participate in calibration sessions.