Quality Analyst - Contact Center ( Bilingual - English/ Arabic )

Concentrix


Date: 3 weeks ago
City: Dubai
Contract type: Full time
Job Title:

Quality Analyst - Contact Center ( Bilingual - English/ Arabic )

Job Description

PREFERRED CANDIDATE QUALIFICATIONS –

  • CURRENTLY AVAILABLE IN THE UAE.
  • CAN JOIN IMMEDIATELY.

As a Quality Analyst, you have to execute the daily requirements of the Quality Assurance program for the Contact Center. You will evaluate a customers’ experience as they interact with your customer service advisors through inbound and outbound calls, email, chat, and social media responses. As they do, you compare it against the Company’s standards of performance —a Scorecard. This may include assessing Advisors’ demeanor, technical accuracy, customer service performance, and conformity to company policies/procedures and regulatory guidelines. You would use a quality monitoring system to compile and track performance and provides actionable data and feedback to call center advisors, coaches and managers as well as to various internal support groups, as requested. You may be called upon to deliver effective coaching to contact center advisors, are expected to participate in call calibration sessions on an ongoing basis and have a pivotal role to play in call center QA and training.

Without your expertise, the management team may not understand where it’s going wrong and struggle to achieve the level of service to which it has agreed with the client.

You may also be called upon to perform as a Customer Service Advisor and may take or make customer service calls, mentor other Customer service advisors and model live call behaviors and skills.

Essential Functions / Core Responsibilities

  • Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email.
  • Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners).
  • Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices.
  • Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes.
  • Maintains strong program knowledge base; basic understanding of client products, services and/or program strategies.
  • Makes recommendations for enhancements to training, processes or other areas to improve performance, removes customer effort and enhance the overall employees’ and customers’ experience.
  • Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.).
  • Prepare reports capturing service quality trends and variances for the team / department.

CANDIDATE PROFILE

You have outstanding customer service skills, dedication and commitment to provide exceptional customer care to the program assigned. You are process and compliance driven, well-organized are able to listen intently, demonstrate understanding, and participate in the generation of solutions.

  • 2+ years’ experience in a contact center environment with at least 1 year as a Quality reviewer, monitoring calls and providing feedback preferably for an inbound (voice) program preferably in real estate / travel sector.
  • A bilingual fluent English and Arabic speaker (ability to write, listen and speak needed).
  • Strong Communication and Interpersonal skills.
  • Graduate preferred in any stream and above. A combination of education and experience may be substituted and/or considered in lieu of the bachelor’s degree.
  • Passion for management and review of all quality issues to include training, customer service, communication, workflow, reporting, SLA’s, coaching, appraisals, etc.
  • Flexible to work in any schedule, nights, days and weekends with varying shifts or when covering another Quality Analyst as back-up.
  • Empathetic approach and mindset.
  • Genuine curiosity and desire to understand and to know why.
  • Proficiency with technology, especially computers, software applications, and phone systems.
  • Comfortable in working with individuals and team/s remotely.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.

Location:

ARE Dubai - Property# BCB2 515, Dubai CommerCity

Language Requirements:

Arabic (Required), English (Required)

Time Type:

Full time

If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents

R1581849

How to apply

To apply for this job you need to authorize on our website. If you don't have an account yet, please register.

Post a resume

Similar jobs

Operations Manager, CRM Automation, MEA

Uber, Dubai
5 hours ago
About The RoleAs a CRM Automation Operations Manager, you will be instrumental in shaping and executing our customer relationship management (CRM) strategy to optimise dual brand ecosystem of Uber and Careem Rides.This hybrid role demands a blend of strategic insight and hands-on execution, focusing on leveraging automation to enhance customer engagement and optimize our communication workflows. You will collaborate closely...

Emiratization Healthcare Assistant Students | NAFIS Educational Grant with Al Futtaim Health

Al-Futtaim, Dubai
6 hours ago
Job Requisition ID: 169797Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates.Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and...

Regional Skincare Trainer

Parfums Christian Dior, Dubai
10 hours ago
PositionTHE CONTEXT ________Since 1947, the men and women of Parfums Christian Dior have embodied the founding "couturier-perfumer's" unique spirit of excellence, creativity and expertise, both in France and throughout the world. Our House is an open and highly-focused collective, a leader that thrives on the creativity of all its stakeholders. Our collective passion and our heritage, full of authenticity and...