Quality Assurance Specialist

TP; Dubai; On-site; AED 70,000 - 90,000; Full time

Job summary

TP is seeking a Quality Assurance Analyst to ensure exceptional customer experience by monitoring interactions and maintaining quality standards. You will conduct quality audits, provide coaching, and analyze trends to drive continuous improvement.

The ideal candidate has at least 2 years of experience in a call center environment, proficient in Microsoft Excel. This role is crucial for enhancing performance and ensures compliance with quality metrics.

Qualifications

• Minimum 2 years of experience in a call center environment as a QA Analyst.
• Strong analytical, communication, and coaching skills.
• Proficiency in Microsoft Excel for reporting and data analysis.
• Ability to identify trends and drive performance improvement initiatives.

Responsibilities

• Monitor customer interactions to ensure expectations are met.
• Conduct daily internal quality audits.
• Evaluate agent performance against quality policies.
• Provide actionable feedback through interpersonal communication.
• Develop and maintain Excel-based reports highlighting insights.

Skills

Analytical skills

Coaching skills

Communication skills

Microsoft Excel proficiency

Job description

As a Quality Assurance Analyst, you play a key role in ensuring exceptional customer experience by monitoring interactions, maintaining quality standards, and driving continuous improvement across the contact center

Key Responsibilities

• Monitor customer interactions to ensure client and customer expectations are consistently met.
• Conduct daily internal quality audits in line with company quotas and standards
• Identify and escalate any suspicious or malicious behavior observed during monitoring
• Evaluate agent performance and adherence to quality policies, procedures, and compliance standards
• Deliver structured coaching and feedback sessions using internal QA frameworks
• Complete required observations and coaching per agent, aligned with client requirements and internal targets
• Provide actionable feedback and development plans through effective interpersonal communication
• Collect and analyze top call drivers to identify trends and improvement opportunities
• Develop and maintain reports (Excel-based) highlighting key insights, performance gaps, and recurring issues
• Participate in internal and external calibration sessions to ensure scoring consistency
• Monitor for inappropriate behaviors and trigger real-time alerts, ensuring immediate corrective action
• Collaborate closely with the ATAC Supervisor to share insights and contribute to strategic action plans that improve quality metric
• Deliver timely and constructive feedback to support agent development and performance improvement.

Qualifications

• Minimum 2 years of experience in a call center environment as a QA Analyst.
• Strong analytical, communication, and coaching skills
• Proficiency in Microsoft Excel for reporting and data analysis
• Ability to identify trends and drive performance improvement initiatives