Call Centre Quality Analyst
Dubai, United Arab Emirates
Job Description
: Quality Analyst - Call CenterNote: This is a 6 working day job.Overview:We are seeking a meticulous and dedicated Quality Analyst to join our call center team. The ideal candidate will be responsible for monitoring and evaluating the performance of our customer service representatives to ensure adherence to company standards and enhance the overall customer experience.Responsibilities:Call, Chat, and Email Audits:
- Conduct regular audits of calls, chat interactions, and emails to evaluate the quality of service provided.
- Identify areas for improvement and ensure compliance with company policies and procedures.
- Call Calibration:
- Participate in call calibration sessions to ensure consistent scoring across the team.
- Align with other quality analysts and team leaders to maintain uniformity in quality assessment.
- Provide constructive feedback to customer service representatives based on audit findings.
- Conduct one-on-one sessions to discuss performance and suggest actionable improvements.
- Develop and refine quality assurance processes and scoring methodologies.
- Implement and maintain quality standards to ensure high levels of customer satisfaction.
- Proven experience as a Quality Analyst in a call center environment.
- Strong analytical skills and attention to detail.
- Excellent verbal and written communication skills.
- Ability to provide clear and constructive feedback.
- Proficiency in quality assurance software and tools.
- Strong understanding of call center operations and metrics.
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Job Detail
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Job IdJD1685754
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationDubai, United Arab Emirates
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EducationNot mentioned