Quality Analyst - Contact Center Bilingual English Arabic Job Vacancy in UAE Dubai
Posted date [2025-02-15]
(ID: 33441)
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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
A leading customer experience solutions provider is seeking a Quality Analyst - Contact Center to ensure high standards of customer interactions through quality monitoring and performance evaluation. This role is responsible for assessing customer service performance, identifying areas for improvement, and providing actionable feedback to enhance overall service quality. The ideal candidate is bilingual in English and Arabic, has experience in quality assurance within a contact center, and is passionate about process compliance and continuous improvement.
Job Location: Dubai, United Arab Emirates
Job Industry: Customer Service and Quality Assurance
Job Function: Contact Center Quality Monitoring and Compliance
Salary: Negotiable
Gender: Any
Key Responsibilities
- Monitor, evaluate, and audit inbound and outbound calls, chats, emails, and social media responses
- Assess advisors’ customer service performance, technical accuracy, and compliance with company standards
- Provide detailed feedback and coaching to improve agent performance and service quality
- Participate in call calibration sessions with leadership, operations, and clients to ensure consistency in scoring
- Conduct internal quality audits to improve process efficiency and customer experience
- Maintain a strong knowledge base of client products, services, and policies
- Make recommendations for training, process improvement, and best practices
- Prepare reports highlighting service quality trends and variances
- Meet productivity requirements for call monitoring, evaluations, and reporting
- Assist as a Customer Service Advisor, handling calls, mentoring agents, and demonstrating best practices
Required Skills and Experience
- Minimum of 2 years of experience in a contact center environment, with at least 1 year as a Quality Reviewer
- Experience in monitoring calls, providing feedback, and ensuring compliance with service standards
- Bilingual fluency in English and Arabic, with strong communication skills in writing, listening, and speaking
- Strong interpersonal skills with a passion for improving service quality and customer satisfaction
- Graduate preferred, though a combination of education and experience may be considered
- Knowledge of training, customer service best practices, compliance, SLA monitoring, and coaching
- Flexible to work in varying shifts, including nights, weekends, and as a backup for other Quality Analysts
- Strong analytical skills with a curiosity to understand trends and root causes
- Proficiency in technology, computers, software applications, and phone systems
- Ability to work independently and collaborate with remote teams
What We Offer
- Competitive salary with performance-based incentives
- Professional development and career growth opportunities in quality assurance
- A dynamic and supportive work environment in a leading customer experience solutions company
About the Company
A global leader in customer experience solutions, specializing in contact center services, digital transformation, and quality assurance. The company is committed to delivering excellent service and ensuring compliance with the highest industry standards.
For those passionate about quality assurance and customer experience, apply now.
A leading customer experience solutions provider is seeking a Quality Analyst - Contact Center to ensure high standards of customer interactions through quality monitoring and performance evaluation. This role is responsible for assessing customer service performance, identifying areas for improvement, and providing actionable feedback to enhance overall service quality. The ideal candidate is bilingual in English and Arabic, has experience in quality assurance within a contact center, and is passionate about process compliance and continuous improvement.
Job Location: Dubai, United Arab Emirates
Job Industry: Customer Service and Quality Assurance
Job Function: Contact Center Quality Monitoring and Compliance
Salary: Negotiable
Gender: Any
Key Responsibilities
- Monitor, evaluate, and audit inbound and outbound calls, chats, emails, and social media responses
- Assess advisors’ customer service performance, technical accuracy, and compliance with company standards
- Provide detailed feedback and coaching to improve agent performance and service quality
- Participate in call calibration sessions with leadership, operations, and clients to ensure consistency in scoring
- Conduct internal quality audits to improve process efficiency and customer experience
- Maintain a strong knowledge base of client products, services, and policies
- Make recommendations for training, process improvement, and best practices
- Prepare reports highlighting service quality trends and variances
- Meet productivity requirements for call monitoring, evaluations, and reporting
- Assist as a Customer Service Advisor, handling calls, mentoring agents, and demonstrating best practices
Required Skills and Experience
- Minimum of 2 years of experience in a contact center environment, with at least 1 year as a Quality Reviewer
- Experience in monitoring calls, providing feedback, and ensuring compliance with service standards
- Bilingual fluency in English and Arabic, with strong communication skills in writing, listening, and speaking
- Strong interpersonal skills with a passion for improving service quality and customer satisfaction
- Graduate preferred, though a combination of education and experience may be considered
- Knowledge of training, customer service best practices, compliance, SLA monitoring, and coaching
- Flexible to work in varying shifts, including nights, weekends, and as a backup for other Quality Analysts
- Strong analytical skills with a curiosity to understand trends and root causes
- Proficiency in technology, computers, software applications, and phone systems
- Ability to work independently and collaborate with remote teams
What We Offer
- Competitive salary with performance-based incentives
- Professional development and career growth opportunities in quality assurance
- A dynamic and supportive work environment in a leading customer experience solutions company
About the Company
A global leader in customer experience solutions, specializing in contact center services, digital transformation, and quality assurance. The company is committed to delivering excellent service and ensuring compliance with the highest industry standards.
For those passionate about quality assurance and customer experience, apply now.
