Quality Analyst - Contact Center - Concentrix

Training & Quality

Location: Dubai, United Arab Emirates

Job Title: Quality Analyst Contact Center (Bilingual English/Arabic)

Job Description:

As a Quality Analyst, you will execute the daily requirements of the Quality Assurance program for the Contact Center. You will evaluate customers' experiences as they interact with customer service advisors through inbound and outbound calls, email, chat, and social media responses. You will compare these interactions against the company’s standards of performance using 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 requested. You may be called upon to deliver effective coaching to contact center advisors and are expected to participate in call calibration sessions on an ongoing basis, playing a pivotal role in call center QA and training.

Without your expertise, the management team may struggle to understand areas of improvement necessary to achieve the level of service agreed upon with the client.

You may also be called upon to perform as a Customer Service Advisor, taking or making customer service calls, mentoring other Customer Service Advisors, and modeling live call behaviors and skills.

ESSENTIAL FUNCTIONS / CORE RESPONSIBILITIES:

• Monitor, evaluate, and/or audit a sampling of inbound and/or outbound calls and other contact methods, including chat and email.
• Report results of evaluations to appropriate business stakeholders (Quality Leadership, Operations, Client Account Management, and Resource Unit partners).
• Participate in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management, and clients to ensure scoring consistency and best practices.
• Participate in internal quality audits designed to improve overall contact quality and recommend changes.
• Maintain a strong program knowledge base, with a basic understanding of client products, services, and/or program strategies.
• Make recommendations for enhancements to training processes or other areas to improve performance and enhance the overall employee and customer experience.
• Meet departmental productivity requirements (e.g., number of calls monitored per month, number of emails evaluated, etc.).
• Prepare reports capturing service quality trends and variances for the team/department.

CANDIDATE PROFILE:

You possess outstanding customer service skills, dedication, and commitment to provide exceptional customer care. You are process and compliance-driven, well-organized, able to listen intently, demonstrate understanding, and participate in generating solutions.

• 2 years of experience in a contact center environment, with at least 1 year as a Quality Reviewer monitoring calls and providing feedback, preferably for an inbound (voice) program in the real estate/travel sector.
• A bilingual fluent English and Arabic speaker (ability to write, listen, and speak is needed).
• Strong communication and interpersonal skills.
• Graduate preferred in any stream; a combination of education and experience may be substituted and/or considered in lieu of a bachelor's degree.
• Passion for management and review of all quality issues, including training, customer service communication, workflow reporting, SLAs, coaching, and appraisals.
• Flexible to work in any schedule (nights, days, and weekends) with varying shifts or when covering another Quality Analyst as backup.
• Empathetic approach and mindset.
• Genuine curiosity and desire to understand and to know why.
• Proficiency with technology, especially computers, software applications, and phone systems.
• Comfortable working with individuals and teams remotely.

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status, or any other legally protected characteristic.

Location: ARE Dubai Property# BCB2 515 Dubai CommerCity

Language Requirements: Arabic (Required), English (Required)

Time Type: Full time

If you are a California resident, by submitting your information you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents.