Quality Assurance Officer - Dicetek LLC - Dubai, UAE

DiceTek UAE; Dubai; On-site; AED 200,880 - 245,520; Full time

Job summary

Dicetek LLC is looking for a skilled Quality Assurance Officer to enhance the quality of complaint handling and service resolution in Dubai. The role involves conducting quality assurance checks, reviewing customer communications, and improving service delivery processes.

The ideal candidate should have a Bachelor’s degree and 3-6 years of experience in quality assurance, with strong analytical skills and proficiency in CRM and reporting tools. Competitive salary and growth opportunities await you.

Qualifications

• 3-6 years of experience in quality assurance, complaint handling, or service performance analysis.
• Strong analytical skills with experience in MIS, data validation, and performance tracking.
• Strong written and verbal communication skills for reporting and stakeholder engagement.

Responsibilities

• Conduct quality assurance checks on complaint handling standards.
• Evaluate complaint cases ensuring compliance with company policies.
• Review communication with customers for accuracy and professionalism.

Skills

Quality monitoring and process audit

Complaint handling and service resolution

MIS and performance analytics

CRM system understanding

Reporting and data visualization

Education

Bachelor’s degree in Business, Information Systems, Quality Management, or related discipline

Tools

Excel

CRM systems

analytical/reporting tools

Job description

Position Overview

Dicetek LLC is seeking a Quality Assurance Officer to independently manage and enhance the quality of complaint handling and service resolution processes within a large enterprise environment. The role focuses on monitoring casework standards, verifying data accuracy, generating analytical insights, and supporting continuous service improvement initiatives. The successful candidate will combine strong analytical skills with a commitment to process excellence and customer satisfaction.

Job Details

• Country: UAE
• City: Dubai
• Industry: I T and Services
• Function: Quality Assurance
• Salary: 18000-22000 monthly (Market estimated)
• Gender: Any
• Candidate Nationality: Any
• Job Type: Full-time

Key Responsibilities

• Complaints Handling Quality Assurance: Conduct quality assurance checks on complaint handling standards, correspondence, and resolution practices.
• Evaluate complaint cases to ensure compliance with company policies and Standard Operating Procedures.
• Review communication with customers, ensuring accuracy, professionalism, and tone consistency.
• Assess decision‑making accuracy and rate the quality of resolutions provided by complaint‑handling staff.
• Provide meaningful, constructive feedback to improve staff performance and service quality.
• MIS and Reporting: Design and implement systems and processes for efficient data handling and reporting.
• Research and apply innovative ways to utilize complaint and service data for insight generation.
• Compile, analyze, and present reports to management and relevant stakeholders.
• Ensure all data is structured, auditable, and accessible for performance measurement and regulatory compliance.

Main Tasks

• Review and verify whether service requests are handled as per established guidelines.
• Identify areas for service improvement and provide targeted recommendations.
• Develop and maintain service quality scorecards for all involved departments.
• Assist business units with CRM configurations, SLA tracking, routing, escalation, and reporting needs.
• Generate analytics to identify recurring issues, improvement trends, and performance deviations.
• Maintain up‑to‑date and reliable data with daily validation checks.
• Create new tools or dashboards as required for upcoming quality improvement projects.

Required Skills and Experience

• Bachelor’s degree in Business, Information Systems, Quality Management, or related discipline.
• 3‑6 years of experience in quality assurance, complaint handling, or service performance analysis.
• Strong analytical skills with experience in MIS, data validation, and performance tracking.
• Proficiency in CRM systems, Excel, and analytical/reporting tools.
• Strong written and verbal communication skills for reporting and stakeholder engagement.
• Ability to develop new QA tools and automation methods to improve reporting efficiency.
• Experience in customer service quality monitoring or service desk environments is highly desirable.

Skills Set

• Quality monitoring and process audit
• Complaint handling and service resolution
• MIS and performance analytics
• CRM system understanding
• Reporting and data visualization

Why Join Us

Play a key role in improving service quality for high‑profile enterprise clients. Collaborate with multidisciplinary teams focused on customer experience and operational excellence. Opportunity to work on performance‑driven transformation projects with measurable business impact. Competitive compensation and long‑term professional growth opportunities.

About the Company

Dicetek LLC, headquartered in Dubai, is a global IT and business solutions provider offering consulting, technology, and managed services across industries including government, banking, and telecommunications. The company specializes in digital transformation, customer experience, and process optimization. Dicetek empowers organizations to achieve excellence through data‑driven decision‑making, robust quality frameworks, and continuous service improvement practices.