Quality Assurance Specialist - Contact Center

As a Quality Assurance Analyst within the CRM & Contact Centre Department, you will ensure exceptional customer experience through effective quality control and assurance measures. Your role will involve overseeing and enhancing processes within the CRM and Contact Centre functions to uphold service excellence and customer satisfaction.

Key Accountabilities

• Call Monitoring and Evaluation
• Monitor and assess customer interactions (calls, emails, chats, etc.) to ensure they meet predefined quality standards.
• Identify opportunities for improvement in communication, issue resolution, product knowledge, and process adherence.
• Quality Assurance Reporting
• Prepare and present detailed quality reports, including trends, agent performance metrics, and actionable insights.
• Maintain accurate records of evaluations and feedback.
• Feedback and Coaching
• Provide constructive feedback to agents to enhance their performance and align with company standards.
• Collaborate with team leaders and supervisors to address recurring quality issues.
• Process Improvement
• Work with operations and training teams to improve processes and enhance customer experience.
• Recommend updates to scripts, workflows, and knowledge bases based on observed trends.
• Compliance Monitoring
• Ensure adherence to legal and regulatory requirements as well as internal policies.
• Report any compliance breaches or risks to management promptly.
• Training and Support
• Support new hire training by identifying skill gaps and providing targeted feedback.
• Assist in the development of training materials and quality guidelines.
• Customer Experience Enhancement
• Analyze customer feedback and satisfaction surveys to identify areas for improvement.
• Suggest proactive solutions to enhance the overall customer experience.

Key Performance Areas (KPAs)

Key Performance Areas (KPAs) for a Quality Assurance Analyst outline the primary responsibilities and areas of focus for effective quality management. These KPAs help set expectations and guide performance assessments. Here are the key areas for a Quality Assurance Analyst:

1- Calibration with the stakeholders.

2- Handle and highlight the top failed attributes along with the repeated offenders.

3- Conduct spot checks on the stakeholders to reduce the critical variance.

4- Adhere to the monitoring sample size and accuracy.

5- Deliver the audit feedback to the CRM team.

6- Properly maintain clean reports with accurate and validated numbers and ensure it's being shared on time.

Qualifications/Requirements

• Bachelor's degree in a relevant field.
• In-depth knowledge of CRM systems, Contact Centre operations, and quality assurance methodologies.
• Strong analytical and problem-solving skills.
• Effective communication and interpersonal abilities.
• Detail-oriented with a commitment to maintaining high-quality standards.
• Familiarity with industry-specific regulations governing CRM and Contact Centre activities.

Experience (Years of experience, Sector, Local /International)

• Proven experience in a Quality Assurance role within CRM and Contact Centre for more than 2 years

Job Type: Permanent

Pay: Up to AED9,000.00 per month

Application Question(s):

• Are you involved in Quality Assurance within a call centre? If yes, how many years?
• Please list the languages you speak.
• This role has a package of AED 9,500. Please mention your salary expectations.
• Do you have a UAE Driver's License?
• Do you speak Arabic?