Quality Assurance Specialist (Call Centre)

Talent Higher; Sharjah; On-site; AED 120,000 - 200,000; Full time

Job summary

A client in the UAE seeks a Quality Assurance, Audit, and Training Executive to oversee quality monitoring, manage training initiatives, and ensure compliance with operational standards. The ideal candidate has experience in call centers, a relevant degree, and strong communication skills in Hindi and English. This position involves designing training programs, analyzing performance, and ensuring staff development.

Qualifications

• Bachelor’s degree in a related field.
• Proven experience in a call center.
• Strong verbal and written communication skills in Hindi and English.
• Train-the-Trainer certification is a strong plus.
• Ability to manage time effectively and multitask.

Responsibilities

• Oversee quality monitoring programs.
• Design and evaluate training programs for internal teams.
• Conduct Training Needs Analysis for QA team members.
• Monitor and evaluate calls and chats for performance improvement.
• Prepare and analyze internal and external quality reports.

Skills

Communication skills in Hindi and English

Team-oriented

Analytical skills

Problem-solving abilities

Training in Quality Assurance/Control

Education

Bachelor’s degree in a related field

Tools

MS Office

Job description

Our client in Sharjah is seeking a Quality Assurance, Audit, and Training Executive who will oversee quality monitoring programs, manage training initiatives, and ensure compliance with data and operational standards to optimize overall performance.

Key Responsibilities:

• Participate in lead volume and quality monitoring, QA programs, and identify internal stakeholders’ expectations.
• Design, approve, and evaluate training programs and materials for internal lead queue teams and call center staff.
• Conduct and analyze Training Needs Analysis (TNA) for QA team members from the call center and prepare quarterly/annual training plans to develop QA skills.
• Provide scheduled training, coaching, and feedback to call center team leaders to address performance and skill gaps.
• Coordinate with the marketing operations team to ensure all required KPIs are met.
• Identify underperformance within lead queue teams and recommend corrective actions.
• Support performance management systems to enhance marketing performance.
• Prepare and analyze internal and external quality reports using CRM.
• Develop, implement, and monitor QA mechanisms and regulations for selective access control to CRM and reports, ensuring compliance with data confidentiality policies.
• Monitor and evaluate daily (live or recorded) calls and chats, track agent performance, and recommend improvements in call quality.

Qualifications & Skills:

• Bachelor’s degree in a related field.
• Proven experience in a call center.
• Training in Customer Relationship Management, Quality Assurance/Control; Train-the-Trainer (ToT) certification is a strong plus.
• Strong verbal and written communication skills in Hindi and English; other language is an advantage.
• Outspoken, team-oriented, and customer service-focused.
• Excellent influencing, leadership, coaching, and mentoring skills.
• Strong analytical, logical reasoning, and numerical skills.
• Detail-oriented with strong problem-solving abilities.
• Ability to work under pressure, multitask, and manage time effectively.
• Proficient in MS Office, internet, and email tools.
• Demonstrated knowledge of customer care processes and performance improvement techniques.

If you have a passion for quality, compliance, and training — and the skills to make a real impact on operational excellence — we’d love to hear from you.