Quality Analyst (Customer service)- Arabic Speakers

About This Role

• Job Title – Quality Analyst (Customer service)- Arabic Speakers
• Type – Long term
• Work Location – Dubai
• Salary – AED 5500 -6000
• NP- Immediate
• Industry- Retail

Mandatory details/Skills-

• Monitor and evaluate customer interactions (calls, emails, chats) to ensure adherence to quality standards and company policies
• Conduct regular quality audits and provide detailed feedback to customer service representatives
• Identify gaps in performance, process, and communication, and recommend corrective actions
• Develop and maintain quality scorecards, guidelines, and evaluation frameworks
• Analyse customer interactions to identify trends, recurring issues, and areas for improvement
• Collaborate with team leaders and training teams to enhance agent performance through coaching and training programs
• Ensure compliance with internal policies, regulatory requirements, and customer service standards
• Track and report key quality metrics such as CSAT, FCR (First Call Resolution), and QA scores
• Participate in calibration sessions to ensure consistency in evaluation across teams
• Support continuous improvement initiatives to enhance customer experience and operational efficiency
• Handle escalations related to quality and provide root cause analysis (RCA)

Key Skills Required

• Minimum 3 years of experience as a Quality Analyst in customer service / contact centre operations
• Strong understanding of quality monitoring frameworks, call auditing, and performance evaluation processes
• Excellent communication skills in English (verbal and written)
• Experience in monitoring customer interactions across calls, emails, and chat support
• Experience in preparing quality reports, scorecards, and performance analysis Strong troubleshooting and problem-solving skills

Regards

TASC Recruitment Team