Quality Assurance Lead - Contact Center Excellence

Gig Gulf; Dubai; In loco; AED 100.000 - 150.000; Tempo pieno

Descrizione del lavoro

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

Competenze

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

Mansioni

• 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.

Conoscenze

Independent reviewer

Coaching

Quality standards

Data analysis

CSAT/NPS analysis

Report writing

Calibration

Audit & compliance

Decision making

Descrizione del lavoro

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