Quality Analyst
Job Description
Job Description: Quality Analyst
Location: Dubai
Employment Type: Full-time
Salary: To Be Determined (TBD)
Company Name: Teleperformance
Industry: Outsourcing and Offshoring Consulting
Job Function: Quality Assurance/Control
Experience: 05 - 10 years
Education: Bachelor's Degree
Duties & Responsibilities:
Conduct regular quality checks on contact center operations to ensure compliance with company standards and client requirements.
Monitor and evaluate inbound and outbound calls to ensure adherence to company policies, procedures, and customer satisfaction standards.
Provide detailed feedback and actionable insights to contact center agents and management to drive continuous improvement.
Develop and implement quality assurance methodologies and standards.
Collaborate with cross-functional teams to identify training needs and design training programs to enhance service quality.
Generate comprehensive reports on quality metrics, performance trends, and areas for improvement.
Stay updated with industry best practices and incorporate them into the quality assurance process.
Requirements:
Experience: Minimum of 2 years of experience in a contact center environment is mandatory.
Language Skills: Must be an Arabic speaker with fluency in English.
Gender: Open to both males and females.
Location: Candidates must be currently located in the UAE.
Availability: Immediate joiners are preferred.
Preferred Qualifications:
Strong analytical skills with the ability to identify patterns and trends.
Excellent communication skills, both written and verbal.
Ability to work independently and as part of a team.
Proficiency in quality assurance tools and software.
Detail-oriented with strong organizational and multitasking abilities.
Teleperformance is a global leader in outsourcing and offshoring consulting, offering a dynamic and inclusive work environment. Join us and contribute to our mission of delivering exceptional customer experiences.
If you meet the above requirements and are ready to take on a new challenge, please send your resume and cover letter to careers@teleperformance.com.
Dubai - United Arab Emirates
Category
Experience
Career Level
Required Qualification
Bachelor's Degree
Requires Traveling:
No
Salary
Salary Not disclosed
Salary Type
Per Month
Total Vacancies
1
Skills
qualityoutsourcingquality assurancecontact center operationscompliancecompanystandardsclientinboundoutboundcallspoliciesprocedurescustomer satisfactionfeedbackcontact centermanagementtraining needsdesigntrainingservicemetricsperformanceindustryenvironmentarabicopenanalytical skillscommunication skillsparttoolsglobalconsultingdynamiccustomerrequirements