Quality Specialist

Tafaseel BPO; Dubai; On-site; AED 30,000 - 60,000; Full time

Job summary

Ein innovatives Unternehmen sucht einen Qualitäts-Spezialisten, der für die Evaluierung und Verbesserung der Qualität von Kundeninteraktionen verantwortlich ist. In dieser Rolle werden Sie die Agentenleistung überwachen, Feedback geben und Strategien zur Verbesserung der Servicequalität entwickeln. Sie arbeiten in einem dynamischen Umfeld und tragen dazu bei, dass die Kundenservice-Standards eingehalten werden. Wenn Sie fließend Arabisch und Englisch sprechen und eine Leidenschaft für Qualitätssicherung haben, ist dies die perfekte Gelegenheit für Sie, in einem wachsenden Team einen Unterschied zu machen.

Qualifications

• Erfahrung in der Qualitätskontrolle in einem Callcenter oder Kundenservice.
• Starke analytische Fähigkeiten und Liebe zum Detail.

Responsibilities

• Regelmäßige Qualitätsbewertungen von Kundeninteraktionen durchführen.
• Agentenleistung überwachen und Feedback geben.

Skills

Qualitätsüberwachung

Analytische Fähigkeiten

Interpersonelle Fähigkeiten

Fließend in Arabisch

Fließend in Englisch

Education

Erfahrung in Qualitätsmanagement

Erfahrung im Kundenservice

Tools

Qualitätsüberwachungs-Tools

CRM-Software

Job description

About the Role:

Tafaseel BPO is hiring on behalf of a valued client for the position of Quality Specialist. We are looking for a highly skilled individual who will be responsible for evaluating, monitoring, and improving the quality of customer service interactions across various communication channels. The ideal candidate must be fluent in both Arabic and English, as they will be working with a diverse clientele and assessing communication in both languages.

The Quality Specialist will ensure that customer interactions align with the company’s service standards, provide feedback to agents, and implement strategies to improve overall service quality.

Note: Priority will be given to candidates who are currently on a sponsored visa.

Key Responsibilities:

• Conduct regular quality evaluations on customer service interactions (calls, emails, chat, etc.) in Arabic and English.

• Monitor and assess agent performance in delivering consistent and high-quality service.

• Provide constructive feedback and coaching to improve agent performance.

• Develop and implement quality assurance strategies, focusing on service standards, customer satisfaction, and agent compliance.

• Prepare detailed reports and analysis based on quality metrics to present to management.

• Collaborate with training teams to develop materials and provide ongoing training based on quality results.

• Stay updated on industry best practices and recommend process improvements.

• Work closely with management and team leaders to identify areas of improvement and develop corrective action plans.

• Handle customer complaints or escalations when necessary, ensuring timely and effective resolution.

Candidate Profile:

• Proven experience in a Quality Assurance or Quality Specialist role, preferably in a call center or customer service environment.

• Fluency in Arabic and English (written and spoken) is a must.

• Strong attention to detail and excellent analytical skills.

• Ability to assess and measure performance against established service standards.

• Proficient in using quality monitoring tools and CRM software.

• Strong interpersonal and communication skills, with the ability to provide clear, actionable feedback.

• Ability to work independently and as part of a team in a fast-paced environment.

• Familiarity with quality assurance methodologies and customer experience best practices.