Quality Assurance Executive ONLY Emiratis with family book

Gig Gulf; Dubai; On-site; AED 96,000 - 180,000; Full time

Job summary

Gig Gulf in Dubai seeks a Quality Assurance professional to monitor key controls within our QA Framework across remote and live customer channels.

You will coach frontline staff, report findings, and drive continuous improvement through data analysis, NPS/CSAT feedback, and risk-based audits.

Qualifications

• Proven track record in managing quality-focused operations.
• Fluent in English and Arabic.
• Excellent time management skills.
• Significant exposure to a contact centre environment.
• Ability to write concise, precise and practical reports.
• Exposure to data analysis and trend analysis.
• Decision making ability and initiative.
• Ability to drive performance and achieve results.
• Good teamwork and adaptability.

Responsibilities

• Act as an independent source for measuring and reporting on quality, providing insights to drive the quality agenda.
• Drive performance by giving feedback to managers and staff on quality objectives.
• Implement and review quality policies and procedures.
• Monitor and report call, email, WhatsApp, and frontline quality against standards.
• Identify improvement areas from CSAT, NPS and complaints feedback.
• Design and implement quality assurance activities and processes.
• Coordinate with teams to ensure customer-centric quality across touchpoints.
• Conduct training needs analysis and create modules with competency tests.
• Liaise with customers for closure of complaints and follow-up on feedback.
• Update coaching forms, trackers and audit files in a timely manner.
• Conduct call evaluations and provide coaching/feedback to staff.

Skills

Quality Assurance

Bilingual English Arabic

Time management

Contact centre experience

Report writing

Data analysis

Decision making

Performance improvement

Team player

Adaptability

Job description

Job purpose:

• 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.

Essential Requirements:

• You must have a proven track record in managing Quality focused operations.
• Fluent in English & Arabic.
• Excellent time management skills.
• 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.