Quality Analyst jobs in United Arab Emirates

· Call Quality Assurance Analyst is responsible for assessing the quality of the performance of our call center associates who deal with our existing and potential customer.

· Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email.

· Participates in calibration sessions/call listening sessions with Call Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices.

· Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes.

· Maintains strong program knowledge base; basic understanding of client products, services and/or program strategies.

· Makes recommendations for enhancements to training, processes or other areas to improve performance, removes customer effort and enhance the overall employees and customers experience.

· Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.).

· Prepare reports capturing service quality trends and variances for the team / department.

· Stay current on industry trends and advancements in call quality assurance to recommend and implement best practices.

· Participate in call quality management reviews and provide valuable insights and recommendations for continuous improvement.

Desired Candidate Profile

Requirements:

· Minimum 2+ years of experience in a call quality analyst role.

· Strong knowledge of call quality assurance methodologies, tools, and best practices.

· Excellent analytical and problem-solving skills.

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GFWS TECHNOLOGIES

BurJuman Business Tower, 2101, Level - 21, S3, Khalid Bin Waleed St - Al Mankhool - P.O. Box: 117255, Dubai, UAE

BurJuman Business Tower, 2101, Level - 21, Dubai, United Arab Emirates (UAE)