Elite Service QA Analyst — Drive Insights & Coaching

Talents of Endearment; Dubai; On-site; AED 134,000 - 167,000; Full time

Benefits offered by this job

Competitive salary AED 12,000–15,000

NAFIS salary support

Dubai Outsource City workplace

Career growth opportunities

Exposure to major employer with strong

Job summary

Talents of Endearment seeks a Quality Analyst to audit calls and digital interactions of the Elite Customer Service team in Dubai. You will monitor, score, and provide constructive feedback to ensure professionalism, accuracy, and empathy in every customer touchpoint.

With 2–3 years in customer service and at least 1 year in QA, you will turn data into actionable insights, identify trends, and collaborate with Operations to raise service standards within a UAE regulatory context.

Qualifications

• Bachelor’s degree in Business, Quality Management, or related field.
• 2–3 years in a Customer Service environment.
• 1 year specifically in Call Quality Monitoring or QA.

Responsibilities

• Call Monitoring: evaluate communication style, tone, and accuracy.
• Scoring & Evaluation: use standard QA scorecard for multiple channels.
• Feedback & Coaching: conduct one-on-one feedback with agents.
• Trend Analysis: identify recurring service gaps and report insights.
• Calibration: lead calibration sessions with management.
• Compliance: ensure calls follow UAE data privacy rules and policies.

Skills

Analytical Mindset

Attention to Detail

Communication Skills

Objectivity & Fairness

Customer-Centric Perspective

Education

Bachelor’s Degree in Business or Quality Management

Tools

Quality monitoring platforms

Microsoft Excel

PowerPoint

CRM systems

Help desk software

Job description

Talents of Endearment seeks a Quality Analyst to audit calls and digital interactions of the Elite Customer Service team in Dubai. You will monitor, score, and provide constructive feedback to ensure professionalism, accuracy, and empathy in every customer touchpoint.

With 2–3 years in customer service and at least 1 year in QA, you will turn data into actionable insights, identify trends, and collaborate with Operations to raise service standards within a UAE regulatory context.