Quality Assurance Lead - Customer Experience & Compliance

Gig Gulf; Dubai; On-site; AED 120,000 - 180,000; Full time

Job summary

Gig Gulf in the United Arab Emirates seeks a Quality Assurance professional to monitor key business controls and oversee both remote and live customer communications. You will provide coaching to frontline staff, report on quality gaps, and drive continuous improvement across CSAT, NPS and complaints metrics.

You will design and implement the quality assurance framework, conduct internal audits, and ensure compliance with regulatory requirements while collaborating with retail and contact center

Qualifications

• You must have a proven track record in managing Quality focused operations.
• 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.

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.

Job description

Gig Gulf in the United Arab Emirates seeks a Quality Assurance professional to monitor key business controls and oversee both remote and live customer communications. You will provide coaching to frontline staff, report on quality gaps, and drive continuous improvement across CSAT, NPS and complaints metrics.

You will design and implement the quality assurance framework, conduct internal audits, and ensure compliance with regulatory requirements while collaborating with retail and contact center