Job Overview:

We are seeking a detail-oriented Quality Analyst to join our dynamic call center team in Dubai. The ideal candidate will play a crucial role in maintaining and improving the quality of customer interactions, ensuring high standards of service delivery and operational excellence.

Key Responsibilities:

Conduct systematic quality assurance reviews of customer service calls

Evaluate agent performance against established quality metrics and company standards

Perform comprehensive call monitoring and provide detailed feedback to team members

Develop and implement quality improvement strategies

Prepare detailed quality reports and performance dashboards

Identify trends, root causes of performance issues, and recommend corrective actions

Assist in training and coaching programs to enhance team performance

Ensure adherence to company protocols and customer service guidelines

Qualifications:

Bachelor's degree in Business Administration, Communications, or related field

Minimum 2-3 years of experience in Quality Assurance within a Call Center/BPO environment

Proven track record of improving service quality and team performance

Advanced analytical and problem-solving skills

Exceptional communication skills in English and Arabic

Proficiency in quality management tools and performance tracking software

Strong interpersonal and coaching abilities

Job Specifications:

Competitive Salary

Shift Pattern: Rotational shifts

Work Schedule: 6 days per week, with 1 day rotational off

Location: Muhaisnah, Dubai

Required Skills:

Bilingual proficiency (English and Arabic)

Excellent verbal and written communication

Attention to detail

Data analysis capabilities

Customer service orientation

Ability to work in a fast-paced environment

How to Apply:

Interested candidates should send their detailed CV to career@datadirect.ae

with the subject line "Quality Analyst".

Note: Only shortlisted candidates will be contacted for further processing.

About Us