Quality Assurance Officer

Provident Real Estate; Dubai; On-site; AED 80,000 - 100,000; Full time

Job summary

A leading real estate agency in Dubai seeks a Quality Assurance Officer to ensure client interactions, lead management, and complaint processes meet internal standards. The role emphasizes maintaining service excellence through monitoring and analysis. Candidates should have 1-2 years of experience in quality assurance or customer service, with strong communication and analytical skills. Proficiency in CRM tools and advanced Excel skills are essential. This position offers an opportunity to contribute to quality improvement and operational excellence.

Qualifications

• 1-2 years of experience in quality assurance, customer service, sales, or real estate.
• Proven track record in quality monitoring and client communication.

Responsibilities

• Conduct daily random quality checks on calls.
• Audit junked leads for potential business opportunities.
• Analyze NPS trends and recommend improvements.
• Investigate quality issues and implement corrective measures.
• Manage client complaints and maintain records in CRM.
• Conduct targeted call checks for special campaigns.
• Partner with teams to ensure quality standards are met.

Skills

Excellent written and verbal communication in English

Proficiency with CRM platforms

Advanced Microsoft Excel skills

Strong documentation and reporting abilities

Tools

Bitrix24

Google Reviews

Job description

Role Overview

The Quality Assurance Officer ensures that client interactions, lead management, and complaint-handling processes meet Provident’s internal quality standards, compliance requirements, and customer-first values. This role plays a critical part in maintaining service excellence, driving continuous improvement, and safeguarding client trust through structured monitoring, analysis, and feedback mechanisms.

Key Responsibilities

1. Call Monitoring & Evaluation

• Conduct daily random quality checks on inbound and outbound agent-client calls.
• Assess compliance with internal quality standards, professional communication etiquette, and regulatory requirements.
• Verify adherence to lead management procedures, escalating deviations to line managers or the CIO.
• Provide constructive feedback to agents to drive performance improvements and consistency in service delivery.

2. Lead Quality & Management

• Audit all junked/discarded leads to confirm genuine client disinterest.
• Identify potential business leads and recommend reassignment to active agents as instructed by the CIO.
• Ensure CRM protocols and guidelines are strictly followed in lead handling.

3. Net Promoter Score (NPS) & Client Feedback

• Conduct follow-up calls with clients to capture NPS ratings and qualitative feedback.
• Analyze NPS trends, preparing monthly insight reports for management.
• Recommend training and process improvements based on client feedback insights.

4. Root Cause Analysis (RCA)

• Investigate recurring quality issues, complaints, or low NPS feedback.
• Identify operational bottlenecks or patterns contributing to service gaps.
• Work closely with the CIO to design corrective and preventive measures.

5. Client Complaints Handling & Feedback Escalation

• Manage complaints submitted via Google Reviews, Complaints Form, Reception, or other channels.
• Acknowledge, document, and escalate complaints to the appropriate teams for timely resolution.
• Maintain thorough complaint records in the CRM, tracking issues, actions taken, and final outcomes.
• Deliver monthly complaint trend reports with improvement recommendations.

6. Custom Call Checks & Campaign Reviews

• Conduct targeted call checks for special business needs, campaigns, or agent performance concerns.
• Provide evaluation summaries and insights for short-term initiatives or projects.

7. Team Collaboration & Training

• Partner with Sales, Customer Service, and Operations teams to ensure client interactions reflect Provident’s quality promise.
• Contribute to the design and refinement of QA frameworks, templates, and evaluation rubrics.

Requirements

Experience

• 1–2 years of experience in quality assurance, customer service, sales, or real estate.
• Proven track record in quality monitoring, client communication, and complaint resolution.

Skills

• Excellent written and verbal communication in English (Arabic proficiency is a plus).
• Proficiency with CRM platforms (e.g., Bitrix24) and feedback tools (e.g., Google Reviews).
• Advanced Microsoft Excel skills (pivot tables, charts, formulas) for data analysis.
• Strong documentation and reporting abilities to present insights clearly and concisely.

Core Competencies

• High attention to detail with an analytical and structured approach.
• Strong problem-solving skills with expertise in identifying and addressing root causes.
• Ability to manage multiple tasks, prioritize effectively, and perform under pressure.
• Client-first mindset and proactive approach to continuous improvement.

Preferred Qualifications

• Experience in real estate brokerage or sales industry.
• Familiarity with Net Promoter Score (NPS) methodology and customer satisfaction metrics.
• Knowledge of Root Cause Analysis techniques (e.g., 5 Whys, Ishikawa Diagram).
• Awareness of compliance and regulatory standards in sales, customer service, or real estate.