About the Role
We are a renowned global outsourcer, delivering top-notch contact center and back office services for our esteemed clients worldwide. Join us in a collaborative environment where innovation and teamwork converge to fulfill exciting missions!
The Quality Analyst (QA) plays a pivotal role in enhancing customer satisfaction by conducting comprehensive monitoring and feedback sessions. The QA will evaluate agent interactions, ensuring adherence to compliance guidelines while identifying areas for improvement.
Responsibilities
- Conduct live or recorded monitoring of agent interactions (voice and non-voice) to ensure compliance with established quality standards.
- Meet daily, weekly, and monthly evaluation targets for agent interactions.
- Provide objective and accurate assessments of all transaction evaluations.
- Facilitate regular coaching sessions with agents to reinforce positive behaviors and address areas for improvement.
- Generate and report monitoring scores and quality-related performance metrics, including root-cause analysis and actionable recommendations.
- Report critical errors to Operations, Training, and HR, ensuring corrective actions are implemented.
- Attend administrative hearings related to critical error callouts.
- Assist in onboarding new hires by facilitating QA rollouts and guideline orientations.
Requirements
- Bachelor’s degree in a relevant field or equivalent experience.
- Proven experience in quality assurance or a related role, preferably in a contact center environment.
- Strong analytical skills with a keen eye for detail.
- Excellent communication skills in English; proficiency in Arabic is a plus.
- Ability to work collaboratively across departments and with diverse teams.
- Strong organizational skills and the ability to manage multiple tasks effectively.
- Candidate must have valid UAE residency.
Benefits
Joining our team comes with a range of benefits, including:
- Competitive salary and performance-based bonuses.
- Opportunities for professional development and career advancement.
- Health and wellness programs.
- A vibrant workplace culture that fosters innovation and teamwork.
- Visa Provided for eligible candidates.
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