Quality Assurance Officer

Dicetek LLC; Ajman; On-site; AED 120,000 - 200,000; Full time

Job summary

A tech consulting firm in the UAE is looking for a quality assurance specialist with a strong command of Mandarin and English. The role involves monitoring interactions in both languages, providing feedback to agents, and ensuring adherence to quality standards. The ideal candidate will have a Bachelor’s degree or relevant experience in quality assurance, along with excellent analytical and communication skills. Willingness to work in shifts is required for this position.

Qualifications

• Experience in quality assurance or contact center operations is preferred.
• Strong analytical, communication, and reporting skills.
• Knowledge of compliance and quality frameworks.

Responsibilities

• Monitor and evaluate calls, emails, and chats for quality.
• Conduct quality assessments for Mandarin and English interactions.
• Provide feedback and coaching to contact center agents.

Skills

Mandarin communication

English communication

Analytical skills

Attention to detail

Communication skills

Reporting skills

Education

Bachelor’s degree in relevant field

Job description

• Bachelor’s degree or relevant experience in quality assurance or contact center operations.
• Prior QA experience in banking or a contact center environment preferred.
• Ability to speak and write Mandarin is mandatory.
• Good command of English
• Strong analytical, communication, and reporting skills.
• Attention to detail and knowledge of compliance and quality frameworks.
• Willingness to work in shifts
• Monitor and evaluate calls, emails, and chats against quality and compliance standards.
• Conduct quality assessments for Mandarin- and English-speaking interactions.
• Provide structured feedback, coaching, and quality insights to contact center agents.
• Identify trends, root causes, and training needs to improve overall performance..
• Prepare quality reports and support continuous improvement initiatives.
• Ensure adherence to banking regulations, internal policies, and SLAs.