Quality Assurance Specialist - Customer Experience

Al-Futtaim; Dubai; In loco; AED 60.000 - 100.000; Tempo pieno

Descrizione del lavoro

Al-Futtaim is seeking a Quality Assurance Executive to support delivery of high-quality customer service by reviewing interactions across calls and emails, applying QA scorecards and ensuring compliance with SOPs and regulatory requirements. The role emphasizes accurate documentation, timely QA submissions and ongoing coaching to improve outcomes.

Key responsibilities include monitoring quality across channels, providing actionable feedback, generating regular QA reports, and participating in

Competenze

• Strong attention to detail and analytical skills.
• Proficiency in Microsoft Excel and Office applications.
• Ability to provide clear and respectful feedback.
• Understanding of contact centre KPIs, QA scorecards, and complaint handling.

Mansioni

• Review customer interactions across calls, emails and other channels using QA scorecards.
• Provide constructive feedback and coaching recommendations based on evaluations.
• Prepare and maintain QA reports, summaries and calibration documentation.
• Escalate quality/compliance concerns and track improvement actions.

Conoscenze

Attention to detail

Analytical skills

Excel proficiency

Feedback delivery

Formazione

High school diploma

Diploma/certification in customer service or quality (advantage)

Strumenti

Microsoft Excel

Descrizione del lavoro

Al-Futtaim is seeking a Quality Assurance Executive to support delivery of high-quality customer service by reviewing interactions across calls and emails, applying QA scorecards and ensuring compliance with SOPs and regulatory requirements. The role emphasizes accurate documentation, timely QA submissions and ongoing coaching to improve outcomes.

Key responsibilities include monitoring quality across channels, providing actionable feedback, generating regular QA reports, and participating in