Job Overview: Star Services LLC is hiring an experienced and detail-oriented Quality Analyst to monitor, evaluate, and enhance the performance of its call centre operations in Abu Dhabi. The ideal candidate will play a key role in maintaining service excellence and agent efficiency through structured assessments, feedback, and improvement planning.

Call Monitoring & Evaluation: You will be responsible for listening to recorded and live calls, scoring them based on predefined quality parameters, and identifying areas for improvement. Ensuring consistency in customer service delivery is your primary goal.

Feedback & Coaching: Post-call evaluations will be followed by delivering constructive feedback to agents and working collaboratively with team leaders to address specific performance issues. Your coaching will guide agents to elevate their service standards.

Reporting & Analytics: You will generate weekly and monthly quality reports highlighting performance trends, common issues, and process gaps. Your insights will inform operational decisions and training priorities.

Process Compliance: The QA will ensure that all agents are strictly following call scripts, company policies, and compliance regulations. Deviations will be flagged, and corrective actions will be recommended promptly.

Calibration Sessions: You’ll participate in calibration sessions with the training and operations teams to align quality expectations and scoring standards, ensuring uniform evaluations across all teams.

Customer Satisfaction Improvement: By identifying pain points in customer interactions, you’ll help shape strategies to improve customer satisfaction (CSAT), Net Promoter Score (NPS), and First Call Resolution (FCR) rates.

How to Apply:

If you have strong analytical skills and a passion for improving service quality, send your CV to cv@starservices.ae with the subject line “Quality Analyst – Call Centre, Abu Dhabi.” Immediate joiners are preferred.

About Us:

Star Services LLC is one of the UAE’s leading staffing and outsourcing companies. Our focus is on delivering exceptional talent and service quality across sectors. Join us and help drive operational excellence in our contact centre division.