QA Analyst: Elevate Customer Experience & Coaching

TP; Dubai; On-site; AED 70,000 - 90,000; Full time

Job summary

TP is seeking a Quality Assurance Analyst to ensure exceptional customer experience by monitoring interactions and maintaining quality standards. You will conduct quality audits, provide coaching, and analyze trends to drive continuous improvement.

The ideal candidate has at least 2 years of experience in a call center environment, proficient in Microsoft Excel. This role is crucial for enhancing performance and ensures compliance with quality metrics.

Qualifications

• Minimum 2 years of experience in a call center environment as a QA Analyst.
• Strong analytical, communication, and coaching skills.
• Proficiency in Microsoft Excel for reporting and data analysis.
• Ability to identify trends and drive performance improvement initiatives.

Responsibilities

• Monitor customer interactions to ensure expectations are met.
• Conduct daily internal quality audits.
• Evaluate agent performance against quality policies.
• Provide actionable feedback through interpersonal communication.
• Develop and maintain Excel-based reports highlighting insights.

Skills

Analytical skills

Coaching skills

Communication skills

Microsoft Excel proficiency

Job description

TP is seeking a Quality Assurance Analyst to ensure exceptional customer experience by monitoring interactions and maintaining quality standards. You will conduct quality audits, provide coaching, and analyze trends to drive continuous improvement.

The ideal candidate has at least 2 years of experience in a call center environment, proficient in Microsoft Excel. This role is crucial for enhancing performance and ensures compliance with quality metrics.