Quality Analyst - Contact Center ( Bilingual - English/ Arabic )

Concentrix Corporation; United Arab Emirates; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading customer service firm in the United Arab Emirates is seeking an experienced Quality Analyst for their Contact Center. This role involves monitoring customer interactions across various channels, ensuring compliance with quality standards, and providing actionable feedback to advisors. The ideal candidate has over 2 years in a contact center, is bilingual in English and Arabic, and possesses strong communication skills. This full-time position offers a chance to impact service quality and enhance customer experience.

Qualifications

• 2+ years’ experience in a contact center environment with 1 year as a Quality reviewer.
• Ability to write, listen, and speak in both English and Arabic fluently.
• Flexible to work in varying schedules including nights and weekends.

Responsibilities

• Evaluate customer interactions to ensure compliance with company standards.
• Report evaluation results to business stakeholders.
• Participate in calibration sessions for consistency in scoring.

Skills

Outstanding customer service skills

Strong Communication and Interpersonal skills

Bilingual (English/Arabic)

Proficiency with technology

Empathetic approach

Education

Graduate preferred in any stream

Job description

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 a customer’s experience as they interact with customer service advisors through inbound and outbound calls, email, chat, and social media responses, and compare it against the Company’s standards of performance — a Scorecard. This may include assessing advisors’ demeanor, technical accuracy, customer service performance, and conformity to company policies/procedures and regulatory guidelines. You will use a quality monitoring system to compile and track performance and provide actionable data and feedback to call center advisors, coaches, and managers as well as to various internal support groups, as requested. You may be called upon to deliver effective coaching to contact center advisors, participate in call calibration sessions on an ongoing basis, and play a pivotal role in call center QA and training. You may also be called upon to perform as a Customer Service Advisor and may take or make customer service calls, mentor other Customer Service Advisors, and model live call behaviors and skills.

ESSENTIAL FUNCTIONS / CORE RESPONSIBILITIES

• Monitors, evaluates and/or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email.
• Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners).
• Participates in calibration sessions/call listening sessions with 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.
• 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.

CANDIDATE PROFILE

You have outstanding customer service skills, dedication and commitment to provide exceptional customer care to the program assigned. You are process and compliance driven, well-organized, able to listen intently, demonstrate understanding, and participate in the generation of solutions.

• 2+ years’ experience in a contact center environment with at least 1 year as a Quality reviewer, monitoring calls and providing feedback preferably for an inbound (voice) program preferably in real estate / travel sector.

• A bilingual fluent English and Arabic speaker (ability to write, listen and speak needed).
• Strong Communication and Interpersonal skills.
• Graduate preferred in any stream and above. A combination of education and experience may be substituted and/or considered in lieu of the bachelor’s degree.
• Passion for management and review of all quality issues to include training, customer service, communication, workflow, reporting, SLA’s, coaching, appraisals, etc.
• Flexible to work in any schedule, nights, days and weekends with varying shifts or when covering another Quality Analyst as back-up.
• Empathetic approach and mindset.
• Genuine curiosity and desire to understand and to know why.
• Proficiency with technology, especially computers, software applications, and phone systems.
• Comfortable in working with individuals and team/s remotely.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Equal Employment Opportunity Statement

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.

Location

ARE Dubai - Property# BCB2 515, Dubai Commerce City

Language Requirements

Arabic (Required), English (Required)

Time Type

Full time

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