Quality Assurance Analyst jobs in United Arab Emirates

Job Overview

The Quality Assurance Analyst at Miral Destinations plays a crucial role in ensuring the quality of guest experience operations across our premier leisure, entertainment, and cultural landmarks in Abu Dhabi. The primary objective of this role is to deliver high-quality guest experiences through meticulous evaluation and continuous improvement of our services. The Quality Assurance Analyst is responsible for developing and maintaining the Yas Concierge Quality Assurance program, ensuring compliance across all guest interactions, including calls, emails, live chats, social media, and WhatsApp. This role involves monitoring inbound and outbound guest inquiries, preparing performance reports, reviewing departmental policies, and coordinating quality enhancement initiatives. Additionally, the analyst coordinates quality standards and implementation procedures in collaboration with relevant departments, directly impacting the guest experience at our facilities.

This position also includes conducting one-on-one sessions, delivering training, participating in agent and management calibrations, and creating and updating scorecards. The Quality Assurance Analyst will utilize various tools and software to perform these duties effectively.

Job Scope

• Evaluate inbound and outbound guest interactions across various channels (calls, emails, live chats, social media, WhatsApp) to ensure quality and adherence to company standards using Contact Center software.
• Develop and maintain the Yas Concierge Quality Assurance program and ensure its compliance.
• Collect, collate, format, and analyze operational data to generate weekly, monthly, and quarterly QA conformance reports for management.
• Review departmental policies, procedures, and performance standards to ensure they are up to date and propose changes as appropriate to maintain high levels of customer service.
• Facilitate and coordinate quality enhancement initiatives with relevant departments.
• Develop, curate, and maintain comprehensive knowledge base content using Shelf Knowledge Management and other relevant software.
• Implement ongoing knowledge base assessments using interactive tools like Kahoot to ensure agent expertise.
• Provide individualized coaching and targeted training sessions to enhance agent performance.
• Identify agent performance trends and provide feedback and suggestions to relevant departments for improvement.
• Analyze data from guest interactions to identify and suggest improvements to operations, ensuring continuous enhancement of service quality.
• Manage vendor relationships and oversee project management tasks to ensure timely and successful implementation of quality initiatives.
• Participate in calibration sessions with agents and management to ensure consistent evaluation standards.
• Develop and maintain scorecards to track and measure agent performance.
• Stay updated with the latest industry trends and best practices in quality assurance to implement continuous improvements.
• Utilize advanced data analytics to provide actionable insights and recommendations to enhance service quality.
• Foster a culture of continuous improvement by encouraging feedback and implementing innovative solutions to enhance guest experiences.

Essentials

• Higher Secondary or Equivalent
• 3 to 5 years of work experience in contact center, quality assurance, audit, customer experience
• Proficiency in Microsoft Word, Excel, PowerPoint, and Outlook
• Capability to analyze operational data and generate comprehensive reports.
• Collaboration skills to work effectively with cross-functional teams.
• Good Leadership Skills
• Good Coaching and Development Skills
• Good Communication and Listening Skills
• Multiple Language Skills (English & Arabic)

Desirables

• University Degree or 3 Year Diploma
• 2-3 years of work experience in/or within the hospitality/leisure industry, or travel and tourism.
• Knowledge Retention
• Advanced skills in data analytics and visualization tools.
• Experience with continuous improvement methodologies (e.g., Lean, Six Sigma).
• Strong leadership and team management skills.
• Effective project management and vendor management abilities.
• Experience with automation tools for quality assurance processes.
• Ability to develop and implement quality assurance programs and initiatives.
• Knowledge of the latest industry trends and best practices in quality assurance.
• Strong problem-solving skills and attention to detail.
• Proficiency in French Language