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

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

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, as re...