Position Overview

As a Quality Analyst, you will be responsible for monitoring, evaluating, and improving the quality of customer interactions across our call center operations. This role is crucial in maintaining high service standards and driving continuous improvement in our customer service delivery.

Key Responsibilities

Conduct systematic evaluation of call center interactions through call monitoring and assessment

Develop and maintain quality monitoring frameworks and scoring criteria

Provide detailed feedback to call center agents and team leaders

Identify trends and patterns in service delivery and recommend improvements

Create and deliver quality-focused training materials and workshops

Generate regular reports on quality metrics and KPIs

Collaborate with team leaders to implement quality improvement initiatives

Ensure compliance with company policies and industry standards

Required Qualifications

Bachelor's degree in relevant field or equivalent work experience

Minimum 2 years of experience in call center quality assurance

Fluency in both English and Arabic (written and verbal)

Strong analytical and problem-solving skills

Excellent communication and feedback delivery skills

Proficiency in MS Office suite and call center management software

Preferred Qualifications

Experience with quality management systems

Knowledge of customer service best practices

Familiarity with call center technologies and CRM systems

Previous experience in training or coaching roles

Skills & Competencies

Strong attention to detail

Excellent organizational skills

Ability to analyze data and identify trends

Strong interpersonal skills

Good time management

Ability to work under pressure

Problem-solving orientation

Benefits

Competitive salary 

Healthcare coverage

Professional development opportunities

Career advancement possibilities

Dynamic work environment

How to Apply

Interested candidates should:

Send their CV to career@datadirect.ae

Include "Quality Analyst" in the subject line

Provide a cover letter highlighting relevant experience

About Us

More than just a business, we are a collective of dedicated professionals who have spent the past two decades transforming, pivoting, and expanding to emerge as a prominent player in the BPO space.

We are all for digital innovation, surpassing client expectations and redefining industry standards. We envision a future where Data Direct is synonymous with excellence, innovation, and sustainable growth.