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

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 will execute the daily requirements of the Quality Assurance program for the Contact Center. You will evaluate a customer’s experience as they interact with customer service advisors through inbound and outbound calls, email, chat, and social media responses. You compare this 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 will use a quality monitoring system to compile and track performance and provide actionable data and feedback to call center advisors, coaches, and managers as well as to various internal support groups...