Customer Experience Quality Analyst

Al-Futtaim; Dubai; On-site; AED 60,000 - 85,000; Full time

Job summary

Al-Futtaim is seeking a Quality Assurance reviewer to monitor customer interactions across voice, email, and digital channels, ensuring high-quality service and compliance with SOPs. The role focuses on evaluating interactions, documenting findings, and delivering clear feedback to coaching needs.

The candidate should have 2–3 years in customer service or QA, strong communication, attention to detail, and proficiency in Excel and Office applications.

Qualifications

• High school diploma or equivalent. A diploma or certification in customer service, quality, or business is an advantage.
• 2 to 3 years of experience in customer service, contact centre operations, or quality assurance.
• Experience in call monitoring, interaction evaluations, or quality reviews is preferred.
• Good written and verbal communication skills
• Strong attention to detail and basic analytical skills
• Ability to provide clear and respectful feedback
• Working knowledge of Microsoft Excel and Office applications
• Understanding of contact centre KPIs, QA scorecards, and complaint handling
• Ability to follow SOPs and handle confidential information

Responsibilities

• Support the delivery of consistent, compliant, and high-quality customer service by reviewing customer interactions across voice, email, and digital channels.
• Complete quality evaluations, document findings, share clear feedback, and identify common gaps that require coaching, refresher training, or process improvement.
• Contribute to improved customer experience, service quality, and adherence to approved SOPs and regulatory requirements.

Skills

Communication skills

Attention to detail

Feedback delivery

Excel

Office apps

QA knowledge

SOP compliance

Confidentiality

Call monitoring

Customer service

Education

High school diploma or equivalent

Diploma/certification in customer service/quality/business (advantage)

Tools

Microsoft Office

Job description

Al-Futtaim is seeking a Quality Assurance reviewer to monitor customer interactions across voice, email, and digital channels, ensuring high-quality service and compliance with SOPs. The role focuses on evaluating interactions, documenting findings, and delivering clear feedback to coaching needs.

The candidate should have 2–3 years in customer service or QA, strong communication, attention to detail, and proficiency in Excel and Office applications.