Quality Analyst - Contact Center (Bilingual English Arabic) Job Vacancy in UAE Dubai
Posted date [2025-01-28]
(ID: 33289)
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We’re Concentrix, a global leader in technology and services that empowers the world’s top brands today and into the future. Focused on solutions and driven by technology and intelligence, we design, build, and operate fully integrated, end-to-end solutions at speed and scale for over 2,000 clients, addressing their toughest business challenges. With unique data insights, deep industry expertise, and advanced technology, we are the intelligent transformation partner that simplifies how companies work, interact, and transact.... |
Quality Analyst - Contact Center (Bilingual English Arabic)
Join a dynamic team in Dubai as a Quality Analyst - Contact Center, where you will play a critical role in ensuring exceptional customer service standards. This role is perfect for detail-oriented professionals with a passion for quality assurance, process improvement, and coaching customer service teams. If you have experience monitoring and evaluating customer interactions, providing actionable feedback, and driving excellence in a contact center environment, this is an exciting opportunity to make a lasting impact.
Job Location: Dubai, United Arab Emirates
Job Industry: Customer Experience and Contact Center Operations
Job Function: Quality Assurance and Compliance
Salary: Negotiable
Gender: Any
Responsibilities:
- Monitor and evaluate inbound and outbound calls, chat, email, and social media responses to ensure service quality.
- Assess customer interactions based on company performance standards using a scorecard system.
- Provide detailed feedback on customer service advisor performance, highlighting areas for improvement.
- Participate in calibration sessions with quality leadership, operations, and client representatives to ensure consistency in scoring and best practices.
- Conduct internal quality audits to assess process control, compliance, and operational efficiency.
- Maintain a strong knowledge base of client products, services, and program strategies.
- Recommend improvements to training, workflows, and customer service processes to enhance the employee and customer experience.
- Prepare reports analyzing quality trends and variances, offering insights for process optimization.
- Support training initiatives by modeling live call behaviors, mentoring advisors, and contributing to ongoing learning programs.
Required Skills and Qualifications:
- Minimum 2 years of experience in a contact center environment, with at least 1 year in a quality assurance or monitoring role.
- Experience evaluating customer interactions, providing feedback, and driving service quality improvements.
- Bilingual fluency in English and Arabic (written, spoken, and listening).
- Strong communication and interpersonal skills with the ability to coach and mentor customer service teams.
- Bachelor’s degree preferred; relevant work experience may be considered in place of formal education.
- Passion for customer service excellence, compliance, and continuous process improvement.
- Flexibility to work in shifts, including nights, weekends, and when covering another Quality Analyst.
- Strong analytical mindset with a keen eye for identifying service gaps and recommending solutions.
- Technological proficiency with CRM systems, call monitoring tools, and reporting software.
- Ability to work independently and collaborate effectively with remote teams.
Note: Employment in this role is subject to compliance with all legal requirements in the UAE. Additional responsibilities may be assigned based on business needs.
Join a dynamic team in Dubai as a Quality Analyst - Contact Center, where you will play a critical role in ensuring exceptional customer service standards. This role is perfect for detail-oriented professionals with a passion for quality assurance, process improvement, and coaching customer service teams. If you have experience monitoring and evaluating customer interactions, providing actionable feedback, and driving excellence in a contact center environment, this is an exciting opportunity to make a lasting impact.
Job Location: Dubai, United Arab Emirates
Job Industry: Customer Experience and Contact Center Operations
Job Function: Quality Assurance and Compliance
Salary: Negotiable
Gender: Any
Responsibilities:
- Monitor and evaluate inbound and outbound calls, chat, email, and social media responses to ensure service quality.
- Assess customer interactions based on company performance standards using a scorecard system.
- Provide detailed feedback on customer service advisor performance, highlighting areas for improvement.
- Participate in calibration sessions with quality leadership, operations, and client representatives to ensure consistency in scoring and best practices.
- Conduct internal quality audits to assess process control, compliance, and operational efficiency.
- Maintain a strong knowledge base of client products, services, and program strategies.
- Recommend improvements to training, workflows, and customer service processes to enhance the employee and customer experience.
- Prepare reports analyzing quality trends and variances, offering insights for process optimization.
- Support training initiatives by modeling live call behaviors, mentoring advisors, and contributing to ongoing learning programs.
Required Skills and Qualifications:
- Minimum 2 years of experience in a contact center environment, with at least 1 year in a quality assurance or monitoring role.
- Experience evaluating customer interactions, providing feedback, and driving service quality improvements.
- Bilingual fluency in English and Arabic (written, spoken, and listening).
- Strong communication and interpersonal skills with the ability to coach and mentor customer service teams.
- Bachelor’s degree preferred; relevant work experience may be considered in place of formal education.
- Passion for customer service excellence, compliance, and continuous process improvement.
- Flexibility to work in shifts, including nights, weekends, and when covering another Quality Analyst.
- Strong analytical mindset with a keen eye for identifying service gaps and recommending solutions.
- Technological proficiency with CRM systems, call monitoring tools, and reporting software.
- Ability to work independently and collaborate effectively with remote teams.
Note: Employment in this role is subject to compliance with all legal requirements in the UAE. Additional responsibilities may be assigned based on business needs.
