Elite Service QA Analyst: Data-Driven Feedback & Insights

Talents Of Endearment; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A premier service quality assurance company in Dubai is looking for a Quality Analyst to enhance customer service standards. The role involves monitoring calls to ensure compliance and quality, providing feedback to agents, and analyzing trends to identify service gaps. Candidates should have extensive experience in customer service and quality monitoring, along with a relevant bachelor's degree. Attractive compensation and career growth opportunities in a professional environment are offered.

Benefits

Competitive salary between AED 12000 and AED 15000

Additional benefits through NAFIS

Opportunities for career growth

Qualifications

• At least 1 year in Call Quality Monitoring or Quality Assurance.
• Total of 23 years in a Customer Service environment.
• UAE National with a valid Family Book required.

Responsibilities

• Perform silent monitoring and call listening sessions.
• Grade interactions using a Quality Scorecard.
• Conduct feedback sessions with Customer Service agents.
• Identify common customer pain points and report trends.
• Lead calibration sessions with management.
• Ensure compliance with UAE data privacy regulations.

Skills

Analytical Mindset

Attention to Detail

Communication Skills (Arabic and English)

Objectivity & Fairness

Customer-Centric Perspective

Education

Bachelor's Degree in Business Quality Management

Tools

Microsoft Excel

PowerPoint

CRM systems

Job description

A premier service quality assurance company in Dubai is looking for a Quality Analyst to enhance customer service standards. The role involves monitoring calls to ensure compliance and quality, providing feedback to agents, and analyzing trends to identify service gaps. Candidates should have extensive experience in customer service and quality monitoring, along with a relevant bachelor's degree. Attractive compensation and career growth opportunities in a professional environment are offered.