Quality Analyst – Contact Center (Emirati National)

Talents of Endearment; Dubai; On-site; AED 134,000 - 167,000; Full time

Benefits offered by this job

Competitive salary AED 12,000–15,000

NAFIS salary support

Dubai Outsource City workplace

Career growth opportunities

Exposure to major employer with strong

Job summary

Talents of Endearment seeks a Quality Analyst to audit calls and digital interactions of the Elite Customer Service team in Dubai. You will monitor, score, and provide constructive feedback to ensure professionalism, accuracy, and empathy in every customer touchpoint.

With 2–3 years in customer service and at least 1 year in QA, you will turn data into actionable insights, identify trends, and collaborate with Operations to raise service standards within a UAE regulatory context.

Qualifications

• Bachelor’s degree in Business, Quality Management, or related field.
• 2–3 years in a Customer Service environment.
• 1 year specifically in Call Quality Monitoring or QA.

Responsibilities

• Call Monitoring: evaluate communication style, tone, and accuracy.
• Scoring & Evaluation: use standard QA scorecard for multiple channels.
• Feedback & Coaching: conduct one-on-one feedback with agents.
• Trend Analysis: identify recurring service gaps and report insights.
• Calibration: lead calibration sessions with management.
• Compliance: ensure calls follow UAE data privacy rules and policies.

Skills

Analytical Mindset

Attention to Detail

Communication Skills

Objectivity & Fairness

Customer-Centric Perspective

Education

Bachelor’s Degree in Business or Quality Management

Tools

Quality monitoring platforms

Microsoft Excel

PowerPoint

CRM systems

Help desk software

Job description

About Us

We offer dynamic solutions that create recruitment opportunities.

The Quality Analyst will be responsible for auditing and evaluating the \"Elite Customer Service\" team’s interactions. Your goal is to ensure that every phone call and digital interaction meets our high standards of professionalism, accuracy, and empathy. You will turn data into actionable insights to help the team improve.

Key Roles & Responsibilities

• Call Monitoring: Perform regular silent monitoring and \"call listening\" sessions to evaluate communication style, tone, and accuracy of information provided.


• Scoring & Evaluation: Use a standardized Quality Scorecard to grade interactions across phone, email, and live chat.


• Feedback & Coaching: Conduct one-on-one feedback sessions with Customer Service agents to discuss performance, celebrate wins, and identify areas for improvement.


• Trend Analysis: Identify common customer pain points or recurring service gaps and report them to the Operations Team Leader.


• Calibration: Lead \"calibration sessions\" with management to ensure everyone is aligned on what defines \"Elite\" service.


• Compliance: Ensure all calls follow UAE data privacy regulations and internal company policies.

Requirements Experience & Education

• Total Experience : 2–3 years in a Customer Service environment.


• Specialized Experience : At least 1 year specifically dedicated to Call Quality Monitoring or Quality Assurance (QA).


• Education : Bachelor’s Degree in Business, Quality Management, or a related field (required for NAFIS Salary Support Scheme).


• Nationality : Must be a UAE National with a valid Family Book.

Skills & Competencies Required

Core Competencies

• Analytical Mindset: Strong ability to analyze data, identify trends, and translate findings into actionable insights.


• Attention to Detail: Exceptional focus on accuracy and consistency in evaluation and documentation.


• Communication Skills: Fluent in Arabic and English (written and spoken) with the ability to deliver feedback tactfully and professionally.


• Objectivity & Fairness: Impartial judgment and adherence to standardized evaluation criteria.


• Customer-Centric Perspective: Deep understanding of what constitutes excellent customer service.

Technical Skills

• Proficiency with quality monitoring platforms and recording systems.


• Advanced skills in Microsoft Excel (pivot tables, charts, formulas) and PowerPoint for reporting.


• Experience with CRM systems and help desk software.


• Familiarity with basic data analysis concepts.

Benefits

• Competitive salary between AED 12,000 – AED 15,000


• Additional benefits and support through NAFIS


• Professional work environment in Dubai Outsource City


• Opportunities for career growth and skill development


• Exposure to a major employer with strong service excellence standards