Quality Assurance Analyst

Bybit; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

Une entreprise leader dans le secteur financier recherche un Analyste QA à Dubaï, responsable de l'évaluation des performances des agents et de l'amélioration continue des standards de qualité. Le candidat idéal aura une expérience significative en assurance qualité dans le service client, de solides compétences analytiques et la capacité de travailler sous pression dans un environnement dynamique.

Qualifications

• 3-4 ans d'expérience en assurance qualité dans un environnement de service client.
• Bilingue en anglais, autres langues asiatiques un atout.
• Expérience préalable dans le secteur financier ou BPO souhaitée.

Responsibilities

• Surveiller et évaluer les performances des agents sur la connaissance des produits.
• Effectuer des analyses des causes profondes et donner un feedback opportun.
• Collaborer avec les départements pour aligner les initiatives d'efficacité.

Skills

Analyse de cas

Communication

Résolution de problèmes

Gestion de la qualité

Education

Bac+3/4 en Administration des affaires

Bac+3/4 en Economie

Bac+3/4 en Communication

Bac+3/4 en Data Science/Analyse

Job description

This position is open to candidates based in UAE.

We especially welcome applicants with multilingual skills including Turkish, Hindi and Arabic.

Job Title: Quality Assurance Analyst

Job Description:

• Monitor and evaluate performance of agents specifically on product knowledge, accuracy, tone, compliance and adherence to company policies.
• Conduct root cause analysis, case sharing and coaching of individuals, including providing timely feedback.
• Analyze reports to identify trends and recurring issues or areas to improve or value-add.
• Ensure standardizing of the internal QA monitoring system, metrics/rubrics and, proactively identifies new ways to improve overall QA work.
• Implement QA strategy with scalable processes/systems that efficiently monitor the accuracy and status of overall team performance.
• Assist in developing and revamping of SOP and frameworks, including conducting regular calibration to ensure consistency and accuracy.
• Collaborate and coordinate with different departments such as Operation, Training, HR to align initiatives and processes in ensuring efficiency and effectiveness
• Keeping abreast with latest updates of the industry and product information, including emerging user concerns in order to update evaluation criteria.

Requirements:

• Ideally but not limited to, Bachelor’s degree in Business Administration, Finance/ Economics, Communication, Data Science/Analytics
• Minimally 3-4 years of experience as a Quality Assurance in customer service environment i.e call-center
• Advantageous if you are QA with prior CS experience responsible for supporting customers on email and chat channels.
• Prior knowledge in setting goals for continuous improvement of service quality standards and the level of client satisfaction; able to conduct root cause analysis;
• Able to work under pressure and adapt to a fast-paced environment, show strong sense of responsibility and a passion for customer service management, work proactively with service mindset, strong problem solving and delivery skills
• Excellent English communication skill, additional knowledge in any Asian language would be a plus
• Advantageous if you have working experience in the finance industries or BPO supporting financial clients.
• No problem working on site and rotational shift if necessary.