Female Call Quality Analyst

GFWS TECHNOLOGIES; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading company in Dubai is seeking a Call Quality Assurance Analyst to assess the performance of call center associates. The role involves monitoring calls, participating in quality assurance processes, and making enhancements to improve overall customer experience. Ideal candidates will have a strong background in call quality methodologies and excellent analytical skills.

Qualifications

• Minimum 2+ years of experience in a call quality analyst role.
• Strong knowledge of call quality assurance methodologies, tools, and best practices.

Responsibilities

• Monitor and evaluate inbound/outbound calls and other contact methods.
• Participate in calibration and internal quality audits.
• Prepare reports on service quality trends.

Skills

Analytical Skills

Problem-Solving

Call Quality Assurance Methodologies

Communication

Job description

· Call Quality Assurance Analyst is responsible for assessing the quality of the performance of our call center associates who deal with our existing and potential customer.

· Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email.

· Participates in calibration sessions/call listening sessions with Call Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices.

· Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes.

· Maintains strong program knowledge base; basic understanding of client products, services and/or program strategies.

· Makes recommendations for enhancements to training, processes or other areas to improve performance, removes customer effort and enhance the overall employees and customers experience.

· Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.).

· Prepare reports capturing service quality trends and variances for the team / department.

· Stay current on industry trends and advancements in call quality assurance to recommend and implement best practices.

· Participate in call quality management reviews and provide valuable insights and recommendations for continuous improvement.

Desired Candidate Profile

Requirements:

· Minimum 2+ years of experience in a call quality analyst role.

· Strong knowledge of call quality assurance methodologies, tools, and best practices.

· Excellent analytical and problem-solving skills.

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GFWS TECHNOLOGIES

BurJuman Business Tower, 2101, Level - 21, S3, Khalid Bin Waleed St - Al Mankhool - P.O. Box: 117255, Dubai, UAE

BurJuman Business Tower, 2101, Level - 21, Dubai, United Arab Emirates (UAE)