Quality Analyst - Arabic Speakers
Skills
About This Role
Overview
- **Role: Quality Analyst - Arabic Speakers**
- **Type: Contract**
- **Client Industry: E-commerce**
- **Contract Duration: Long term**
- **Start Date: Immediate**
- **Salary: AED 6000 per month**
Key Responsibilities
- Monitor and evaluate customer interactions across calls, emails, chat, and social media
- Conduct quality audits and ensure adherence to standards and processes
- Identify gaps and recommend improvements to enhance customer experience
- Analyze performance metrics and provide actionable insights
- Provide feedback and coaching to customer support teams
- Ensure SLA compliance and drive continuous improvement initiatives
- Collaborate with internal stakeholders to improve service quality
- Develop and maintain QA scorecards and reporting dashboards
Requirements
- Arabic speakers only (mandatory)
- Minimum 3 years of experience as a Quality Analyst in e-commerce / retail / customer support
- Strong understanding of QA frameworks and CX metrics (CSAT, NPS, FCR)
- Experience with CRM tools, ticketing systems, and QA scorecards
- Excellent analytical and communication skills
- Ability to work in a fast-paced, dynamic environment
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