Senior Contact Center Quality & Compliance Specialist

Dicetek LLC; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading quality assurance firm in Dubai is seeking a professional to oversee the implementation of quality assurance policies in the contact center. You will conduct evaluations, audits, and contribute to performance reports and continuous improvement plans. The role requires you to align service delivery standards with governmental guidelines and enhance customer experience. Qualified candidates will play a pivotal role in sustaining a quality culture within the organization.

Responsibilities

• Overseeing the implementation of quality assurance policies and procedures in the unified contact center.
• Conducting periodic internal evaluations of the effectiveness of contact center systems.
• Developing and updating service delivery standards to align with Dubai Government standards.
• Conducting periodic audits of operational processes and reports.
• Contributing to the preparation of performance and quality reports.
• Supporting analysis of data from customer complaints to identify improvement opportunities.
• Contributing to the development of continuous improvement plans.
• Measuring the impact of updates and improvements on customer experience.
• Ensuring the implementation of institutional excellence policies.
• Performing additional tasks assigned by the direct supervisor.

Job description

A leading quality assurance firm in Dubai is seeking a professional to oversee the implementation of quality assurance policies in the contact center. You will conduct evaluations, audits, and contribute to performance reports and continuous improvement plans. The role requires you to align service delivery standards with governmental guidelines and enhance customer experience. Qualified candidates will play a pivotal role in sustaining a quality culture within the organization.