Quality Analyst Banking/Fintech

Concentrix Corporation; United Arab Emirates; On-site; AED 50,000 - 70,000; Full time

Job summary

A technology service provider in the United Arab Emirates is looking for a Quality Analyst. The role involves monitoring and evaluating calls and customer contact for quality compliance. Responsibilities include auditing call quality, collaborating with stakeholders, and contributing to program performance improvements. Ideal candidates should have strong analytical and evaluation skills, along with a keen attention to detail.

Qualifications

• Strong program knowledge base with understanding of client products and services.
• Ability to evaluate calls and provide actionable insights.
• Detail-oriented with excellent monitoring and evaluation skills.

Responsibilities

• Monitor and evaluate inbound/outbound calls and customer contact methods.
• Participate in calibration sessions with Quality staff and clients.
• Assist in internal quality audits and recommend improvements.

Skills

Monitoring skills

Evaluation skills

Analytical skills

Attention to detail

Job description

Job Title

Quality Analyst Banking/Fintech

Job Description

The Sr Quality Evaluator is responsible for monitoring and evaluating inbound and/or outbound calls and other customer contact methods (e.g. email, chat) for accuracy and adherence to established quality standards. This position assists in the output of assessing quality standards, provide insight to customers to contribute to program performance improvements.

• Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email
• Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.) and reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Delivery Team, Client, Account Management, and Resource Unit partners)
• Participate in calibration sessions/call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practices
• Participate 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
• Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies
• Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners); complete phone time to keep current on programs (as applicable)
• Contribute to maintaining forms and legends documents
• Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals

Location

ARE Dubai - Property# BCB2 515, Dubai CommerCity

Language Requirements

Time Type

Full time

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