Contact Center Quality Specialist (Arabic Speaker)

Dicetek LLC; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading quality assurance firm in Dubai is seeking a professional to oversee the implementation of quality assurance policies in the contact center. You will conduct evaluations, audits, and contribute to performance reports and continuous improvement plans. The role requires you to align service delivery standards with governmental guidelines and enhance customer experience. Qualified candidates will play a pivotal role in sustaining a quality culture within the organization.

Responsibilities

• Overseeing the implementation of quality assurance policies and procedures in the unified contact center.
• Conducting periodic internal evaluations of the effectiveness of contact center systems.
• Developing and updating service delivery standards to align with Dubai Government standards.
• Conducting periodic audits of operational processes and reports.
• Contributing to the preparation of performance and quality reports.
• Supporting analysis of data from customer complaints to identify improvement opportunities.
• Contributing to the development of continuous improvement plans.
• Measuring the impact of updates and improvements on customer experience.
• Ensuring the implementation of institutional excellence policies.
• Performing additional tasks assigned by the direct supervisor.

Job description

Responsibilities

• Overseeing the implementation of quality assurance policies and procedures in the unified contact center.
• Conducting periodic internal evaluations of the effectiveness of contact center systems in terms of quality, and providing necessary recommendations for improvement.
• Developing and updating service delivery standards and ensuring their alignment with Dubai Government standards.
• Conducting periodic audits of operational processes and reports submitted to government entities through the contact center, and reviewing them before sharing with stakeholders.
• Contributing to the preparation of performance and quality reports and submitting them to the concerned parties in management.
• Supporting the analysis of data derived from customer complaints and inquiries to identify opportunities for improvement.
• Contributing to the development of continuous improvement plans and the sustainability of quality practices.
• Contributing to measuring the impact of updates and improvements on customer experience and the effectiveness of the contact center.
• Ensuring the implementation of institutional excellence policies and raising awareness of quality culture within the contact center.
• Performing any additional tasks assigned by the direct supervisor.