Customer Service Quality Assurance Executive

AlFuttaim; Dubai; On-site; AED 100,000 - 145,000; Full time

Job summary

Al-Futtaim in Dubai, United Arab Emirates, is seeking a Customer Service Quality Assurance Executive to monitor and evaluate interactions across voice, email, and digital channels, ensuring adherence to SOPs and regulatory requirements.

The role focuses on documenting findings, providing actionable feedback, and supporting coaching and process improvements to raise service quality and customer satisfaction.

Qualifications

• 2–3 years in customer service, contact centre operations or quality assurance
• Experience in call monitoring, customer interaction evaluations or quality reviews preferred
• Familiarity with customer service procedures and contact centre performance standards
• Excellent written and verbal communication
• Attention to detail in reviewing interactions and documenting findings
• Ability to deliver clear, professional and respectful feedback

Responsibilities

• Review customer interactions across voice, email and digital channels to assess service quality and consistency
• Conduct quality evaluations against approved assessment criteria, service standards and procedures
• Evaluate compliance with SOPs and regulatory requirements
• Identify service gaps and opportunities to improve customer experience
• Maintain accuracy and consistency when reviewing performance
• Support quality reporting by maintaining organized evaluation records
• Share constructive feedback and coaching recommendations to improve service performance
• Monitor adherence to procedures and confidentiality of customer information

Skills

Communication skills

Attention to detail

Analytical skills

Feedback delivery

Organizational skills

Customer focus

Confidentiality

KPI knowledge

Education

High school diploma

Diploma/certification in customer service or QA

Tools

Microsoft Excel

Job description

Job Snapshot

Customer Service Quality Assurance Executive Job Snapshot - Role: Customer Service Quality Assurance Executive - Location: Dubai, United Arab Emirates - Industry: Consumer Services - Function: Quality Assurance - Experience: 2 to 3 years in customer service, contact centre operations or quality assurance - Job Type: Full Time - Work Arrangement: On-site

Position Overview

Al-Futtaim is seeking a Customer Service Quality Assurance professional to support consistent service delivery, customer satisfaction and operational compliance in Dubai, United Arab Emirates. The role focuses on evaluating customer interactions across voice, email and digital communication channels to ensure that service standards, approved standard operating procedures (SOPs) and applicable regulatory requirements are followed. The successful candidate will conduct quality assessments, document evaluation findings and provide clear, constructive feedback. By identifying recurring service gaps and areas requiring additional support, the role contributes to employee coaching, refresher training and improvements in customer service processes.

Job Details

• Country: United Arab Emirates
• City: Dubai
• Industry: Consumer Services
• Function: Quality Assurance
• Salary: Not disclosed
• Gender: No Preference
• Candidate Nationality: Not specified
• Job Type: Full Time
• Work Arrangement: On-site

Key Responsibilities

Customer Interaction Quality Monitoring

• Review customer interactions across telephone, email and digital service channels to assess service quality and consistency.
• Conduct quality evaluations against approved assessment criteria, service standards and operational procedures.
• Evaluate whether customer interactions comply with established SOPs and relevant regulatory requirements.
• Identify service gaps, communication issues and opportunities to improve the customer experience.
• Maintain accuracy and consistency when reviewing customer service performance.

Quality Assessment and Documentation

• Complete assigned quality evaluations and accurately document assessment findings.
• Use established quality assurance scorecards and evaluation guidelines when reviewing customer interactions.
• Record observations and areas requiring improvement in a clear and structured manner.
• Identify recurring issues and common service quality gaps through interaction reviews.
• Support quality reporting by maintaining organized and reliable evaluation records.

Feedback and Service Improvement

• Share constructive, respectful and actionable feedback based on quality assessment findings.
• Highlight areas where customer service employees may benefit from additional coaching or refresher training.
• Identify recurring service concerns that may require changes to existing processes.
• Contribute to initiatives aimed at improving service consistency, customer satisfaction and operational performance.
• Support continuous improvement by communicating quality findings and relevant observations.

Compliance and Customer Service Standards

• Monitor adherence to approved standard operating procedures during customer interactions.
• Assess service delivery against applicable regulatory and operational requirements.
• Review customer interactions with an understanding of complaint handling procedures and service expectations.
• Handle customer information and evaluation records with appropriate confidentiality.
• Maintain professional standards, accuracy and objectivity throughout quality assurance activities.

Required Qualifications

Education

• High school diploma or equivalent qualification.
• A diploma or certification in customer service, quality assurance or business is an advantage.

Professional Experience

• 2 to 3 years of experience in customer service, contact centre operations or quality assurance.
• Previous experience in call monitoring, customer interaction evaluations or quality reviews is preferred.
• Familiarity with customer service procedures and contact centre performance standards.

Required Skills and Competencies

• Good written and verbal communication skills.
• Strong attention to detail when reviewing customer interactions and documenting findings.
• Basic analytical skills to identify service trends, recurring issues and performance gaps.
• Ability to deliver clear, professional and respectful feedback.
• Working knowledge of Microsoft Excel and other Microsoft Office applications.
• Understanding of contact centre key performance indicators (KPIs), quality assurance scorecards and complaint handling practices.
• Ability to follow established procedures and maintain confidentiality when handling customer information.
• Good organizational skills for completing quality evaluations and maintaining assessment records.
• Customer-focused approach with an interest in improving service standards and customer experience.

What You Will Bring to the Role

The ideal candidate will have a careful and objective approach to quality monitoring, supported by practical experience in customer service or contact centre operations. The position requires someone who can recognize service quality issues, communicate findings professionally and contribute to improvements in customer interactions. Attention to detail, sound judgment and a clear understanding of operational procedures will be important when evaluating service performance and identifying opportunities for coaching or process improvement.