Contact Center Quality Specialist (Arabic Speaker)

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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