Quality Analyst - Call Centre (Arabic/ Hindi-Urdu speaker only)

• Must be fluent in Arabic , English and Hindi/Urdu
• Conduct regular quality evaluations of customer service interactions, including phone calls, emails, and in-person interactions.
• Ensure compliance with established company’s policy, standards, guidelines, and procedures.
• Identify areas of improvement in customer handling techniques, and product knowledge and provide feedback and coaching to agents.
• Share Plan of action for poor performance with root cause, corrective action & preventive action with relevant stakeholders.
• Identify and define training needs based on monitoring and quality audit reports.
• Develop and update quality monitoring forms, evaluation criteria, and guidelines to ensure consistency and accuracy in assessing agent performance.
• Collect and analyze customer demographic data to identify patterns, preferences, and trends.
• Analyze data of dormant customers to understand reasons for inactivity and identify opportunities for re-engagement and convert them to active customers.
• Provide insights and recommendations to enhance customer targeting and segmentation strategies.
• Assist in scheduling and coordinating driving lessons to ensure optimal utilization of instructors utilization

Kindly share your CV on krutika.p(at)e-dc.com or WhatsApp on 0553713515

Job Type: Full-time

Pay: AED4,999.00 - AED5,000.00 per month

Language:

• HIndi (Required)
• Arabic (Required)