Quality Assurance Team Lead, Contact Center Excellence

eMinds; Dubai; Sur place; AED 76 000 - 103 000; Plein temps

Résumé du poste

eMinds in the UAE seeks a Quality Assurance Team Lead to oversee quality monitoring within our contact centre operations, ensuring customer interactions meet established service standards and client expectations.

This role leads quality audits, calibration sessions, performance analysis and coaching to drive improvements in customer experience and first contact resolution; you will develop scorecards, maintain records and present findings to Operations.

Qualifications

• Bachelor's degree in a related field is required.
• 3–5 years of QA experience in contact center or BPO.
• Strong knowledge of QA monitoring, scoring, and calibration.
• Ability to lead initiatives with Operations, Training and Team Leaders.
• Experience translating data into coaching and improvement plans.
• Familiarity with COPC, ISO 18295-1, or UAE Global Star Rating standards.
• Proficient in MS Office; excellent written and verbal English, Arabic required.

Responsabilités

• Develop, implement, and maintain quality assurance frameworks and scorecards.
• Monitor calls, emails, and chats against quality and compliance standards.
• Lead calibration sessions with Operations, Training, and Team Leaders.
• Analyze quality data to identify trends, root causes, and improvements.
• Deliver coaching and actionable feedback to agents and Team Leaders.
• Collaborate with Training to embed quality findings into programs.
• Use CSAT and NPS insights to recommend service improvements.
• Maintain evaluation records, reports, and audit trails.
• Support internal and client audits and calibration activities.
• Drive continuous improvement to raise quality scores and FCR.
• Present quality performance findings to Operations and Account Management.

Connaissances

Quality assurance

Quality monitoring

Calibration

Coaching

Data analysis

MS Office (Excel/PowerPoint)

Communication skills

Arabic language

CSAT/NPS analysis

Formation

Bachelor’s degree in Business Administration, Communications, or related

Outils

Quality management software

COPC/ISO quality standards

Description du poste

eMinds in the UAE seeks a Quality Assurance Team Lead to oversee quality monitoring within our contact centre operations, ensuring customer interactions meet established service standards and client expectations.

This role leads quality audits, calibration sessions, performance analysis and coaching to drive improvements in customer experience and first contact resolution; you will develop scorecards, maintain records and present findings to Operations.