Call Centre Quality & Operations Specialist Job – Dubai | Trans Skills

AE Jobs; Dubai; On-site; AED 167,400 - 200,880; Full time

Job summary

A prominent service provider is seeking a Call Centre Quality / Operations Specialist for a government client project in Dubai. This one-year contract role requires a minimum of 12 years of experience in contact center operations. Responsibilities include overseeing service quality delivery, implementing government standards, and conducting operational audits. A strong technical background and excellent communication skills are essential for success in this role, offering a competitive gross salary of AED 15,000 – 18,000 per month.

Qualifications

• Minimum 12 years of experience in contact center operations or customer service.
• Strong technical knowledge of contact center systems and technologies.
• Familiarity with Dubai Government service quality standards.

Responsibilities

• Oversee contact center operations to ensure high-quality service delivery.
• Implement and monitor Dubai Government service quality indicators.
• Conduct internal self-assessments and audits for operational effectiveness.

Skills

Analytical skills

Organizational skills

Communication skills

Technical knowledge of contact center systems

Job description

Trans Skills is seeking experienced Call Centre Quality / Operations Specialists to join a government client project in Dubai. This is a one‑year contract role with potential extension, ideal for professionals with extensive experience in contact center operations and customer service excellence.

Job Title:

Call Centre Quality / Operation Specialist.

Key Responsibilities:

• Oversee contact center operations to ensure high‑quality service delivery.
• Implement and monitor Dubai Government service indicators and quality standards, including the Dubai Model and 360 Services.
• Develop and update service delivery standards and policies.
• Conduct internal self‑assessments and audits to evaluate operational effectiveness.
• Ensure compliance with excellence frameworks and best practices in customer service.
• Provide technical guidance on contact center systems and technologies.

Candidate Requirements:

• Minimum 12 years of relevant experience in contact center operations or customer service.
• Strong technical knowledge of contact center systems and technologies.
• Familiarity with Dubai Government service quality standards.
• Experience in auditing, reporting, and process improvement.
• Excellent analytical, organizational, and communication skills.

Salary & Benefits:

• Gross Salary: AED 15,000 – 18,000 per month (based on experience and qualifications)
• Benefits as per UAE Labour Law.