Quality Assurance Executive ***ONLY Emiratis with family book***

GIG Gulf; Dubai; On-site; AED 100,000 - 150,000; Full time

Job summary

Gig Gulf seeks a Quality Assurance Lead to monitor key business controls within the Quality Assurance Framework across remote and live customer communications. You will independently review quality standards, coach frontline staff, and provide regular performance feedback to managers to drive continuous improvement.

You will design, implement and measure QA activities, analyse CSAT and NPS, conduct investigations, and ensure compliance with regulatory requirements in a busy contact centre

Qualifications

• Proven track record in managing quality-focused operations.
• Significant exposure to a contact centre environment.
• Ability to write concise, precise and practical reports.

Responsibilities

• Act as an independent source for measuring and reporting on quality with insights to drive the agenda.
• Drive performance by giving feedback on quality objectives to managers and staff.
• Implement and review quality policies; monitor across channels (phone, email, chat).
• Identify improvement areas using CSAT, NPS and complaints data; drive corrective actions.
• Design and own the QA framework for key contact areas such as complaints.
• Conduct audits, RCAs and liaise with customers for closure when needed.
• Coordinate training needs and develop modules to close knowledge gaps.
• Calibrate sessions; track coaching forms and audit files for timeliness.

Skills

Independent reviewer

Coaching

Quality standards

Data analysis

CSAT/NPS analysis

Report writing

Calibration

Audit & compliance

Decision making

Job description

• The individual will strive to ensure that the key business controls are monitored according to the Quality Assurance Framework.
• This will include both remote and live monitoring of all customer communication channels including, but not limited to phone, email, online or any other digital methods.
• Feedback to Quality Assurance Manager on any gaps seen in current frameworks to enable continuous improvement.
• Be an independent reviewer of quality standards in accordance to the set service standards in the Quality Assurance Framework.
• Provide coaching to front line employees to improve levels of service delivered.
• Provide feedback to front line managers on performance of team against quality standards on a regular basis.

Key Responsibilities:

• Act as an independent source for measuring and reporting on quality, providing insight and recommendations that will be used to drive the quality agenda.
• Drive performance by providing feedback to Operational Managers and individuals on performance against quality objectives and targets.
• Implement the quality assurance policies and procedures.
• Review the implementation and efficiency of the set quality standards.
• Measure, coordinate and communicate call, email, Whatsapp and frontline quality results against established standards.
• Identify areas of improvement based on CSAT, NPS and complaints feedback.
• Devise and implement robust quality assurance activities or processes that put the customer at the heart of all interactions.
• Design, own and build the quality assurance framework and strategy for key customer contact area such as complaints.
• Conduct internal sales audit to ensure we are meeting compliance and regulatory requirements.
• Document audit results, evaluate the findings and implement appropriate corrective actions.
• Identify training needs and product knowledge gaps. Create training modules for each gap with competency tests.
• Work closely with the NPS ratings and follow up with any detractors to understand the customer feedback and to bridge any gaps.
• Conduct complaints investigation, RCA and if required liaise with the customers for closure.
• Communicate updates with the retail & CC teams.
• Conduct & participate in Calibration sessions.
• Ensure that the coaching forms, trackers & audit files are updated and completed in a timely manner.
• Conduct call evaluations & provide coaching / feedback to the staff.
• You must have a proven track record in managing Quality focused operations.
• You must have significant exposure to a contact centre environment.
• Ability to write concise, precise and practical reports.
• Exposure to data analysis, trend analysis and recommending improvement solutions.
• Decision making ability acting on your own initiative.
• Ability to drive performance and achieve results.
• Good team player.
• Have a positive mindset, open to learning & adaptive to change.