Quality Assurance Specialist

COMPANY PROFILE

Thrifty is a leading brand in UAE’s car rental and leasing sector with the largest fleet size and over 50+ rental locations. As pioneers in the industry, we are committed to delivering innovative mobility solutions to our customers. To support our continued growth and expansion, we are seeking a dedicated and detail-oriented Quality Assurance Executive / Specialist to join our dynamic Call Center & Customer Service team.

ABOUT THE ROLE

The QA Executive /Specialist will play a critical role in maintaining and enhancing service quality across all customer touchpoints, ensuring that the call center and customer service teams consistently deliver exceptional experiences. This role will monitor, evaluate, and improve customer interactions, adherence to company policies, and operational standards within the car rental environment.

Key Responsibilities:

Monitoring & Evaluation

• Conduct regular monitoring of inbound and outbound calls, chats, and emails to ensure adherence to company standards, scripts, and compliance requirements.
• Evaluate customer interactions for professionalism, accuracy, compliance, and service quality.
• Identify gaps in service delivery and provide actionable insights for process improvements.

Reporting & Analytics

• Maintain detailed records of QA assessments, call metrics, and quality trends.
• Prepare weekly and monthly QA reports highlighting performance trends, areas for improvement, and training needs.
• Work with management to set service quality benchmarks and KPIs.

Training & Coaching Support

• Collaborate with trainers and team leads to provide feedback to customer service agents based on QA findings.
• Support the development and delivery of refresher training, workshops, and one-on-one coaching sessions to enhance agent performance.

Process & Compliance Oversight

• Ensure all customer service processes comply with company policies, contractual obligations, and regulatory standards relevant to the car rental industry.
• Monitor adherence to procedures related to vehicle rentals, disputes, tolls, fines, insurance claims, and accident handling.

Customer Experience Enhancement

• Identify recurring customer pain points and collaborate with operations and management to implement corrective actions.
• Suggest enhancements to customer communication, scripts, and service workflows to improve overall satisfaction and loyalty.

Continuous Improvement

• Participate in QA strategy development to continuously raise service standards.
• Keep abreast of industry best practices, customer service trends, and emerging technologies in car rental and mobility services.

ABOUT YOU

Qualifications & Skills:

• Bachelor’s degree in Business, Hospitality, Communications, or a related field.
• 2–3 years of experience in quality assurance or customer service monitoring, preferably in logistics, car rental, travel, or hospitality sectors.
• Strong understanding of customer service standards, call center operations, and car rental processes.
• Excellent communication, analytical, and reporting skills.
• Ability to provide constructive feedback and coach team members effectively.
• Detail-oriented with a proactive approach to problem-solving.
• Multilingual proficiency – English, Arabic, and Hindi preferred.
• Valid UAE driver’s license required.

Key Competencies:

-Customer-focused mindset

- Attention to detail

- Effective verbal and written communication

- Analytical and observational skills

- Ability to work collaboratively across teams

Performance Metrics:

- Call/interaction quality scores

- Compliance with service standards and processes

- Customer satisfaction scores (CSAT, NPS)

- Improvement in team performance based on QA coaching