Quality Analyst Lead

Quickk Way Government Transactions LLC; Dubai; On-site; AED 279,000 - 502,000; Full time

Job summary

Quickk Way Government Transactions LLC is seeking an experienced Quality Assurance professional to lead QA initiatives across call centre operations in a fast-paced environment. The role requires oversight of audits, coaching, and the development of performance improvement plans to ensure high service levels and adherence to SOPs.

Strong CRM/ERP know-how and leadership skills are essential.

Qualifications

• Minimum 5 years of experience in Quality Assurance, Quality Management, Sales Quality, Call Centre Quality, or a related field.
• Previous experience managing a Quality Team is preferred.
• Strong knowledge of sales and customer service quality standards.
• Excellent communication and report-writing skills.
• Strong analytical and problem-solving abilities.
• Experience in conducting call audits and performance evaluations.
• Strong knowledge of CRM/ERP systems, reporting, and quality dashboards.
• Excellent coaching and training skills.
• Strong understanding of SOP implementation and compliance monitoring.

Responsibilities

• Develop and maintain QA policies, SOPs and standards.
• Conduct call, sales, process audits and compliance checks.
• Monitor calls to assess opening, probing, listening and closing.
• Identify recurring gaps and recommend corrective actions.
• Prepare QA reports daily, weekly and monthly for management.
• Track team performance against quality KPIs.
• Collaborate with Team Leaders to improve staff performance.
• Provide coaching and quality training based on audits.
• Develop and monitor Performance Improvement Plans (PIPs).
• Ensure adherence to policies, sales procedures, CRM/ERP requirements.
• Monitor lead handling, follow-up quality and CRM updates.
• Coordinate with Sales Ops, HR and Management to resolve issues.
• Maintain escalation tracker for violations, complaints and performance.
• Identify inefficiencies and propose improvements.
• Conduct calibration sessions with leaders to maintain standards.
• Ensure training completion and maintain training records.
• Monitor customer complaints and root-cause recurring issues.
• Prepare management presentations on quality trends and risks.
• Ensure departments maintain professionalism and service quality.

Skills

Quality Assurance

Quality Management

Sales Quality

Call Centre Quality

CRM

ERP

SOP Implementation

Coaching

Training

Leadership

Performance Evaluation

Data Analysis

Reporting

Process Improvement

Communication

Problem Solving

Tools

CRM

ERP

Job description

Responsibilities

• Develop implement and maintain Quality Assurance policies SOPs and standards
• Conduct regular call audits sales audits process audits and compliance checks
• Monitor sales calls to evaluate opening probing listening professionalism product knowledge objection handling and closing techniques
• Identify recurring performance and process gaps and recommend corrective actions
• Prepare daily weekly and monthly quality reports for management
• Track individual Team Leader and departmental performance against quality KPIs
• Work closely with Team Leaders and Managers to improve staff performance
• Conduct coaching feedback sessions and quality training based on audit findings
• Develop and monitor Performance Improvement Plans PIPs where required
• Ensure employees follow company policies sales procedures CRM ERP requirements and approved communication standards
• Monitor lead handling follow-up quality CRM updates and customer communication
• Coordinate with Sales Operations HR and Management to resolve quality-related issues
• Maintain an escalation tracker for repeated violations complaints and performance concerns
• Identify process inefficiencies and recommend improvements to management
• Con·duct regular quality calibration sessions with Team Leaders and Managers to maintain consistent evaluation standards
• Ensure training completion and maintain appropriate quality and training records
• Monitor customer complaints and identify the root cause of recurring issues
• Prepare management presentations and reports highlighting quality trends risks achievements and areas requiring improvement
• Ensure all departments maintain the required level of professionalism and service quality

Qualifications

• Minimum 5 years of experience in Quality Assurance, Quality Management, Sales Quality, Call Centre Quality, or a related field.
• Previous experience managing a Quality Team is preferred.
• Strong knowledge of sales and customer service quality standards.
• Excellent communication and report-writing skills.
• Strong analytical and problem-solving abilities.
• Experience in conducting call audits and performance evaluations.
• Strong knowledge of CRM/ERP systems, reporting, and quality dashboards.
• Excellent coaching and training skills.
• Strong understanding of SOP implementation and compliance monitoring.
• Ability to handle confidential and sensitive employee performance matters professionally.
• Strong leadership, decision-making, and escalation-management skills.
• Ability to work in a fast-paced, target-driven environment.