Quality Analyst (Customer service)- Arabic Speakers
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About the 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
Key Skills for This Role
Full Job Posting
Overview
- **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
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