Sr. Quality Evaluator

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

Job Title:

Sr. Quality Evaluator

Job Description

• Job Profile Summary

• 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 (e.g., number of calls monitored, chats reviewed, emails evaluated) and reports results to key stakeholders including Quality Leadership, Delivery, Client, Account Management, and Resource Unit partners.

• Participates in calibration sessions with Quality, Delivery, and Client teams to ensure scoring consistency and best practices.

• Supports internal quality audits to assess process control, compliance, and efficiency; recommends improvements based on findings.

• Maintains strong program knowledge, including client products, services, and strategic priorities.

• Participates in quality task forces and completes periodic phone time (as applicable) to stay current on program updates.

• Contributes to maintaining and updating forms, legends, and quality documentation.

• Ability to professionally drive the below tasks :

• KB Management & Revamp — Acts as KB Author; updates, restructures, and maintains Knowledge Base articles to ensure accuracy, usability, and alignment with evolving processes.

• Quality Target Fulfillment — Ensures monthly/weekly quality targets are achieved across Calls, Chat, and Email channels.

• CSAT Detractor Validation — Validates detractor surveys across all channels to determine accuracy, root cause, and agent impact; ensures data integrity for customer satisfaction reporting.

• Process Enhancement — Identifies process gaps and recommends improvements to enhance customer experience and operational efficiency.

• Root Cause Analysis (RCA) — Conducts structured RCA for recurring issues, detractors, and quality trends; collaborates with cross‑functional teams to implement corrective actions.

• FCR Validation — Validates First Contact Resolution accuracy across interactions to ensure correct reporting and operational alignment.

• COPC Awareness — Applies COPC principles in quality evaluation, documentation, and continuous improvement activities.

• Flexible Working Hours — Supports operational needs through flexible scheduling, including extended hours when required.

• Additional Tasks — Performs any additional responsibilities assigned by the manager to support business priorities and operational excellence.

• Delivering Refreshment Session — Delivers targeted refresher quality sessions and promotes continuous quality scorecard awareness to ensure team members are fully aligned with operational metrics and compliance standards.

• Candidate Profile

• 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.

Location:

ARE Dubai - Property# BCB2 515, Dubai CommerCity

Language Requirements:

Time Type:

Full time2026-09-11