Dubai On-Site Quality Assurance Specialist - Customer Care

AlFuttaim; Dubai; On-site; AED 60,000 - 100,000; Full time

Job summary

Al-Futtaim is seeking a detail-oriented Quality Assurance Executive in Dubai to monitor customer service quality across calls and emails, ensuring accuracy and compliance. You will document findings, provide feedback, and support coaching to improve performance.

The role emphasizes analysis of interactions, calibration sessions, and maintenance of QA records to support first-contact resolution and customer satisfaction goals.

Qualifications

• High school diploma or equivalent required.
• Diploma or certification in customer service, quality assurance, or business is an advantage.
• 2–3 years of experience in customer service, contact centre operations, or quality assurance.

Responsibilities

• Monitor customer service quality across calls, emails, and channels.
• Evaluate interactions using QA scorecards and criteria.
• Provide constructive feedback and coaching support.
• Prepare quality reports and track evaluation records.
• Ensure compliance with SOPs and regulatory requirements.
• Identify recurring issues and escalate to management.

Skills

Attention to detail

Analytical skills

Documentation

Communication

MS Excel

Education

High school diploma or equivalent

Diploma or cert in customer service/QA

Tools

Microsoft Excel

Job description

Al-Futtaim is seeking a detail-oriented Quality Assurance Executive in Dubai to monitor customer service quality across calls and emails, ensuring accuracy and compliance. You will document findings, provide feedback, and support coaching to improve performance.

The role emphasizes analysis of interactions, calibration sessions, and maintenance of QA records to support first-contact resolution and customer satisfaction goals.