Quality Analyst - Contact Center Bilingual

Concentrix; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading company is seeking a Bilingual Quality Analyst for its Contact Center in Dubai. The role involves monitoring customer interactions, providing feedback, and enhancing training processes. Ideal candidates have strong customer service skills, a minimum of 2 years in contact centers, and are fluent in English and Arabic.

Qualifications

• At least 2 years of contact center experience.
• Minimum of 1 year as a Quality reviewer, preferably in real estate or travel.
• Bilingual in English and Arabic.

Responsibilities

• Monitor and evaluate customer interactions through calls, email, chat, and social media.
• Conduct internal quality audits and maintain knowledge of client products.
• Prepare reports on service quality trends.

Skills

Customer Service

Communication

Interpersonal Skills

Quality Management

Technical Skills

Education

Graduate or equivalent experience

Job description

Quality Analyst - Contact Center Bilingual

Job Title: Quality Analyst - Contact Center (Bilingual - English/Arabic)

Job Description

As a Quality Analyst, you will execute the daily requirements of the Quality Assurance program for the Contact Center. You will evaluate customer interactions through inbound and outbound calls, email, chat, and social media responses, comparing them against company standards and a Scorecard. Responsibilities include assessing advisors' demeanor, technical accuracy, customer service performance, and adherence to policies and regulations.

You will use a quality monitoring system to track performance, provide feedback, and deliver coaching to contact center advisors. Participation in calibration sessions and a pivotal role in QA and training are expected. You may also perform as a Customer Service Advisor, mentor others, and model live call behaviors.

Essential Functions / Core Responsibilities

• Monitor and evaluate a sample of calls and other contact methods.
• Report evaluation results to relevant stakeholders.
• Participate in calibration and listening sessions to ensure scoring consistency.
• Conduct internal quality audits to improve processes and quality.
• Maintain knowledge of client products and services.
• Recommend enhancements to training and processes.
• Meet departmental productivity targets.
• Prepare reports on service quality trends.

Candidate Profile

The ideal candidate has outstanding customer service skills, is process-driven, organized, and attentive. They should have at least 2 years of contact center experience, with a minimum of 1 year as a Quality reviewer, preferably in real estate or travel sectors, and be bilingual in English and Arabic.

• Strong communication and interpersonal skills.
• Graduate or equivalent experience.
• Passionate about quality management and customer service.
• Flexible with work schedules, including nights, days, and weekends.
• Empathetic, curious, and tech-savvy.

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