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Contact Center Quality Specialist (Arabic Speaker)
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- Overseeing the implementation of quality assurance policies and procedures in the unified contact center.
- Conducting periodic internal evaluations of the effectiveness of contact center systems in terms of quality, and providing necessary recommendations for improvement.
- Developing and updating service delivery standards and ensuring their alignment with Dubai Government standards.
- Conducting periodic audits of operational processes and reports submitted to government entities through the contact center, and reviewing them before sharing with stakeholders.
- Contributing to the preparation of performance and quality reports and submitting them to the concerned parties in management.
- Supporting the analysis of data derived from customer complaints and inquiries to identify opportunities for improvement.
- Contributing to the development of continuous improvement plans and the sustainability of quality practices.
- Contributing to measuring the impact of updates and improvements on customer experience and the effectiveness of the contact center.
- Ensuring the implementation of institutional excellence policies and raising awareness of quality culture within the contact center.
- Performing any additional tasks assigned by the direct supervisor.
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