Quality Assurance

We are looking for a Quality Assurance professional to join our team and support the QA department in monitoring performance, ensuring compliance, and maintaining high service standards.
The ideal candidate must be fluent in English and have a minimum of 3 years of QA Evaluator experience in the call center industry.

Key Responsibilities

• Evaluate customer interactions (calls/chats) to ensure adherence to quality standards.
• Provide coaching, feedback, and development support to enhance agent performance.
• Prepare daily, weekly, and monthly QA reports and identify performance trends.
• Collaborate with Operations and Training teams to improve processes and service delivery.
• Ensure compliance with company policies, service procedures, and internal guidelines.
• Maintain QA documents, scorecards, reports, and quality-related files.

Requirements

• Fluent in English (spoken and written) – Mandatory
• Minimum 3 years of Quality Assurance / QA Evaluator experience in a call center – Mandatory
• Strong knowledge of QA evaluation methods and customer service metrics
• Experience in coaching, feedback sessions, and performance improvement
• Proficient in MS Office (Excel, Word, PowerPoint)
• Familiarity with QA tools, CRM systems, and ticketing platforms
• Excellent analytical, communication, and reporting skills
• High attention to detail and ability to work under pressure
• Bachelor’s degree in Business, Management, or related field (preferred)

Job Type: Full-time

Pay: AED3,500.00 - AED4,500.00 per month

Application Question(s):

• What QA tools or CRM systems have you used?
• What is your expected salary?
• Are you available to join immediately?

Experience:

• QA Evaluator in a call center: 3 years (Required)
• total call center: 3 years (Required)

Language:

• English (Required)