Senior Quality & Process Improvement Analyst

CNX; Dubai; On-site; AED 150,000 - 210,000; Full time

Job summary

CNX in Dubai is seeking a Sr. Quality Evaluator to monitor, audit, and improve customer interactions across calls, chats, and emails, ensuring accuracy, compliance, and a superior customer experience.

You will drive knowledge base updates, quality targets, RCA analyses, COPC adherence, and cross‑functional collaboration, while maintaining program knowledge and meeting productivity goals. Flexible hours may be required to support operations.

Qualifications

• Associate’s Degree in a related field with 2 years of experience preferred.
• Strong attention to detail and high accuracy in evaluation.
• Self-starter with a strong sense of urgency; performs well under pressure.
• Demonstrated ability to multi-task and meet deadlines for deliverables.
• Proficient in Microsoft Office and quality evaluation tools.
• Strong written and verbal communication skills.
• Ability to collaborate effectively with cross-functional teams.
• Familiarity with COPC standards is an advantage.
• Flexible with working hours to support business needs.

Responsibilities

• Monitors, evaluates, and audits a sampling of inbound/outbound calls, chat, and email interactions for accuracy, compliance, and customer experience alignment.
• Meets departmental productivity requirements and reports results to stakeholders.
• Participates in calibration sessions to ensure scoring consistency and best practices.
• Supports internal quality audits to assess process control, compliance, and efficiency; recommends improvements.
• Maintains program knowledge including client products, services, and priorities.
• Participates in quality task forces and completes periodic phone time to stay current on program updates.
• Contributes to updating forms, legends, and quality documentation.
• Delivers targeted refresher quality sessions to promote scorecard awareness.

Skills

Attention to detail

Multi-tasking

Written communication

Verbal communication

Cross-functional collaboration

Education

Associate’s Degree

Tools

Microsoft Office

Quality evaluation tools

Job description

CNX in Dubai is seeking a Sr. Quality Evaluator to monitor, audit, and improve customer interactions across calls, chats, and emails, ensuring accuracy, compliance, and a superior customer experience.

You will drive knowledge base updates, quality targets, RCA analyses, COPC adherence, and cross‑functional collaboration, while maintaining program knowledge and meeting productivity goals. Flexible hours may be required to support operations.