Call Centre Quality Specialist
Kawader Human Resources Consultancy
Date: 3 weeks 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.
- 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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