Call Centre Quality Specialist

Kawader Human Resources Consultancy


Date: 5 hours ago
City: Dubai
Contract type: Full time
Job Description

  • Supervise the implementation of quality assurance policies and procedures in the unified call center.
  • Conduct periodic internal evaluations of the effectiveness of call center systems in terms of quality and recommend required improvements.
  • Develop and update service delivery standards and ensure alignment with Dubai Government standards.
  • Perform periodic audits on operational processes and reports submitted to government entities through the call center, ensuring accuracy before sharing with stakeholders.
  • Contribute to preparing performance and quality reports and submitting them to management.
  • Participate in analyzing customer complaints and inquiry data to identify improvement opportunities.
  • Support the development of continuous improvement plans and ensure the sustainability of quality practices.
  • Measure the impact of updates and improvements on customer experience and overall call center performance.
  • Ensure the implementation of institutional excellence policies and promote a culture of quality within the call center.
  • Perform any additional tasks assigned by the direct supervisor.

Skills

  • Bachelor’s degree in Business Administration, Quality Management, Communications, or a related field.
  • Minimum 9 years of experience in call center quality, customer experience, or operational excellence.
  • Strong knowledge of quality assurance frameworks, call monitoring standards, and service evaluation methodologies.
  • Familiarity with government service standards and customer happiness frameworks (preferably Dubai Government standards).
  • Proficiency in data analysis, reporting, and using quality monitoring tools.
  • Strong communication and presentation skills.
  • Ability to conduct audits, identify gaps, and recommend improvements.
  • High attention to detail and accuracy.
  • Ability to manage multiple tasks and work under pressure.
  • Proficiency in MS Office (Excel, PowerPoint, Word).

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