Quality Analyst

Position: Quality Analyst

Location: Dubai, UAE

Job Type: Full-Time

Experience Required: 2–4 Years

Industry: Technology / Customer Service

Overview

We are looking for a detail-oriented and analytical Quality Analyst (QA) to ensure that our processes, customer interactions, and service delivery meet the highest standards. The ideal candidate will evaluate calls, chats, workflows, and internal operations to identify gaps, suggest improvements, and support overall quality enhancement across the organization.

Key Responsibilities

Monitor and evaluate customer interactions (calls, chats, emails) to ensure adherence to company standards.

Assess agent performance based on accuracy, process compliance, communication quality, and customer satisfaction.

Develop QA scorecards, evaluation forms, and quality guidelines.

Conduct regular audits of processes, documentation, and service flows.

Identify areas of improvement and provide actionable feedback to team leaders and agents.

Prepare daily, weekly, and monthly QA reports with insights and trends.

Collaborate with training teams to enhance process knowledge and agent performance.

Support root-cause analysis for repeated errors and operational issues.

Ensure regulatory, compliance, and company standards are consistently followed.

Recommend process improvements to increase efficiency and reduce errors.

Requirements

Bachelor’s degree in any field (Business, IT, or related field preferred).

2–4 years of experience as a Quality Analyst in customer service, call centers, fintech, or related industries.

Strong understanding of QA methodologies, auditing, and service quality metrics.

Excellent analytical and problem-solving skills.

Strong communication skills with the ability to give constructive feedback.

Proficiency in MS Excel and reporting tools.

Experience with CRM/CX tools (e.g., Freshdesk, Zendesk, Genesys) is an advantage.

High attention to detail and strong process understanding.

Preferred Skills

Experience in fintech, payments, telecom, or BPO/call center environments.

Knowledge of compliance standards and service quality frameworks.

Ability to handle multiple evaluations and deadlines efficiently.

Job Types: Full-time, Permanent, Contract

Pay: AED3,000.00 - AED4,000.00 per month