QA Analyst

Job Summary

The Quality Assurance Executive is responsible for ensuring high service standards across all customer interactions. This role involves monitoring, evaluating, and improving customer service communications to ensure compliance with internal policies and operational procedures within the car rental industry.

Key Responsibilities

• Monitor inbound/outbound calls, chats, and emails to ensure adherence to company standards, approved scripts, and compliance requirements.
• Evaluate customer interactions for accuracy, compliance, and service quality.
• Identify gaps in service delivery and provide actionable feedback.
• Maintain records of QA assessments, call metrics, and trends.
• Prepare weekly and monthly QA reports highlighting team performance and areas for improvement.
• Collaborate with trainers and team leads to deliver targeted feedback to agents.
• Support delivery of refresher training and coaching sessions.
• Ensure compliance with procedures related to vehicle rentals, disputes, tolls, fines, insurance claims, and accident handling.
• Identify recurring customer issues and coordinate with operations to implement corrective actions.
• Recommend updates to scripts and service workflows to enhance customer satisfaction.
• Contribute to ongoing QA strategy improvements based on industry practices and internal goals.

Qualifications & Skills

• Bachelor’s degree in Business, Hospitality, Communications, or related field.
• 2–3 years of experience in quality assurance or customer service monitoring, preferably within car rental, logistics, travel, or hospitality sectors.
• Strong understanding of customer service protocols and call center operations within the car rental context.
• Excellent analytical, communication, and reporting skills.
• Proven ability to coach and provide performance-based feedback.
• Multilingual proficiency in English, Arabic, and Hindi is preferred.
• Valid UAE driver’s license required.

Job Type: Full-time

Pay: AED5,000.00 - AED6,000.00 per month

Experience:

• QA Analyst (Call Center): 4 years (Required)