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customer experience agent/associate

analyst contact center operations

Xad Technologies

<div>
 
 Department:
 
 Customer Operations |
 
 Division:
 
 Commercial
 
 
 
 Reports To:
 
 Manager WFM and RTM
 
 
 
 Job Purpose
 
 
 
 The Analyst Real-Time Management monitors and manages live contact center operations to ensure service level targets are achieved across all lines of business (LOBs), sites, and languages. The role ensures smooth call routing, performance optimization, and effective coordination between du operations and outsourced partner centers.
 
 
 
 Duties And Responsibilities
 
 
 
 <ul>
 <li>
 Monitor real-time call center performance and ensure achievement of daily service level targets.
 </li>
 <li>
 Manage and adjust routing tools to balance call volume distribution and meet performance and cost objectives.
 </li>
 <li>
 Coordinate with command centers, WFM, and partner sites to manage call flow and minimize service disruptions.
 </li>
 <li>
 Support outage management, escalation handling, and rapid issue resolution to maintain customer satisfaction.
 </li>
 <li>
 Analyze operational data, identify trends, and provide actionable insights to improve efficiency.
 </li>
 <li>
 Collaborate with internal teams and external partners to align on KPIs, business requirements, and performance improvement initiatives.
 </li>
 <li>
 Provide accurate reports and justifications for operational decisions to management.
 </li>
 <li>
 Support process optimization, risk identification, and implementation of corrective measures.
 </li>
 <li>
 Maintain clear and timely communication with all stakeholders to ensure operational consistency.
 
 
 
 </li>
 </ul>
 
 Requirements
 
 
 
 
 Education:
 
 
 
 <ul>
 <li>
 Diploma in Business Administration or related field.
 
 
 
 </li>
 </ul>
 
 Experience:
 
 
 
 <ul>
 <li>
 13 years of experience in real-time management, WFM, or contact center operations (preferably in telecom).
 
 
 
 </li>
 </ul>
 
 Skills &amp; Knowledge:
 
 
 
 <ul>
 <li>
 Strong understanding of contact center operations, WFM processes, and real-time monitoring principles.
 </li>
 <li>
 Proficient in Cisco, Exony, and real-time management systems.
 </li>
 <li>
 Advanced MS Office skills (Excel, PowerPoint, Word).
 </li>
 <li>
 Strong analytical, coordination, and problem-solving skills.
 </li>
 <li>
 Excellent communication and stakeholder management abilities.
 
 
 
 </li>
 </ul>
 
 Core Competencies:
 
 
 
 <ul>
 <li>
 Strategic thinking and results orientation.
 </li>
 <li>
 Customer-focused and quality-driven.
 </li>
 <li>
 Strong collaboration and teamwork.
 </li>
 <li>
 Data-driven decision-making.
 </li>
 </ul>
</div>

Analyst - Contact Center Operations

XAD Technologies

Department: Customer Operations | Division: Commercial Reports To: Manager &ndash; WFM and RTMJob PurposeThe Analyst &ndash; Real-Time Management monitors and manages live contact center operations to ensure service level targets are achieved across all lines of business (LOBs), sites, and languages. The role ensures smooth call routing, performance optimization, and effective coordination between du operations and outsourced partner centers.Duties and Responsibilities<ul><li>Monitor real-time call center performance and ensure achievement of daily service level targets.</li><li>Manage and adjust routing tools to balance call volume distribution and meet performance and cost objectives.</li><li>Coordinate with command centers, WFM, and partner sites to manage call flow and minimize service disruptions.</li><li>Support outage management, escalation handling, and rapid issue resolution to maintain customer satisfaction.</li><li>Analyze operational data, identify trends, and provide actionable insights to improve efficiency.</li><li>Collaborate with internal teams and external partners to align on KPIs, business requirements, and performance improvement initiatives.</li><li>Provide accurate reports and justifications for operational decisions to management.</li><li>Support process optimization, risk identification, and implementation of corrective measures.</li><li>Maintain clear and timely communication with all stakeholders to ensure operational consistency.</li></ul>RequirementsEducation:<ul><li>Diploma in Business Administration or related field.</li></ul>Experience:<ul><li>1&ndash;3 years of experience in real-time management, WFM, or contact center operations (preferably in telecom).</li></ul>Skills &amp; Knowledge:<ul><li>Strong understanding of contact center operations, WFM processes, and real-time monitoring principles.</li><li>Proficient in Cisco, Exony, and real-time management systems.</li><li>Advanced MS Office skills (Excel, PowerPoint, Word).</li><li>Strong analytical, coordination, and problem-solving skills.</li><li>Excellent communication and stakeholder management abilities.</li></ul>Core Competencies:<ul><li>Strategic thinking and results orientation.</li><li>Customer-focused and quality-driven.</li><li>Strong collaboration and teamwork.</li><li>Data-driven decision-making.</li></ul>Job Type: Full-timePay: AED4,000.00 - AED6,000.00 per monthApplication Question(s):<ul><li>Can you describe your experience in real-time monitoring and managing service levels in a contact center environment?</li><li>Which real-time management tools or systems (e.g., Cisco, Exony, WFM platforms) have you used, and how did you utilize them to improve performance?</li><li>Share an example of how you identified and resolved a real-time operational issue that impacted service levels or customer experience.</li><li>Nationality</li><li>Current Location</li><li>Total Experience</li><li>Qualification/Education</li><li>Current Salary</li><li>Expected Salary</li><li>Visa Category</li><li>Visa Expiry</li><li>Notice Period</li><li>The Salary range for this role is from 4,000 AED to 6,000 AED along with company provided visa and health insurance so do you agree?</li><li>Have you answered all the questions? If not, please share the reasons why you could not.</li></ul>

Concentrix

<div>
 Job Title:
 
 
 Quality Analyst - Contact Center ( Bilingual - English/ Arabic )
 
 
 
 Job Description
 
 
 
 PREFERRED CANDIDATE QUALIFICATIONS &ndash;
 
 
 <ul>
 <li>
 CURRENTLY AVAILABLE IN THE UAE.
 </li>
 <li>
 CAN JOIN IMMEDIATELY.
 
 
 </li>
 </ul>
 As a Quality Analyst, you have to execute the daily requirements of the Quality Assurance program for the Contact Center. You will evaluate a customers&rsquo; experience as they interact with your customer service advisors through inbound and outbound calls, email, chat, and social media responses. As they do, you compare it against the Company&rsquo;s standards of performance &mdash;a Scorecard. This may include assessing Advisors&rsquo; demeanor, technical accuracy, customer service performance, and conformity to company policies/procedures and regulatory guidelines. You would use a quality monitoring system to compile and track performance and provides actionable data and feedback to call center advisors, coaches and managers as well as to various internal support groups, as requested. You may be called upon to deliver effective coaching to contact center advisors, are expected to participate in call calibration sessions on an ongoing basis and have a pivotal role to play in call center QA and training.
 
 
 Without your expertise, the management team may not understand where it&rsquo;s going wrong and struggle to achieve the level of service to which it has agreed with the client.
 
 
 You may also be called upon to perform as a Customer Service Advisor and may take or make customer service calls, mentor other Customer service advisors and model live call behaviors and skills.
 
 
 
 Essential Functions / Core Responsibilities
 
 
 
 <ul>
 <li>
 Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email.
 </li>
 <li>
 Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners).
 </li>
 <li>
 Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices.
 </li>
 <li>
 Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes.
 </li>
 <li>
 Maintains strong program knowledge base; basic understanding of client products, services and/or program strategies.
 </li>
 <li>
 Makes recommendations for enhancements to training, processes or other areas to improve performance, removes customer effort and enhance the overall employees&rsquo; and customers&rsquo; experience.
 </li>
 <li>
 Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.).
 </li>
 <li>
 Prepare reports capturing service quality trends and variances for the team / department.
 
 
 </li>
 </ul>
 
 CANDIDATE PROFILE
 
 
 
 You have outstanding customer service skills, dedication and commitment to provide exceptional customer care to the program assigned. You are process and compliance driven, well-organized are able to listen intently, demonstrate understanding, and participate in the generation of solutions.
 
 
 <ul>
 <li>
 2+ years&rsquo; experience in a contact center environment with at least 1 year as a Quality reviewer, monitoring calls and providing feedback preferably for an inbound (voice) program preferably in real estate / travel sector.
 </li>
 <li>
 A bilingual fluent English and Arabic speaker (ability to write, listen and speak needed).
 </li>
 <li>
 Strong Communication and Interpersonal skills.
 </li>
 <li>
 Graduate preferred in any stream and above. A combination of education and experience may be substituted and/or considered in lieu of the bachelor&rsquo;s degree.
 </li>
 <li>
 Passion for management and review of all quality issues to include training, customer service, communication, workflow, reporting, SLA&rsquo;s, coaching, appraisals, etc.
 </li>
 <li>
 Flexible to work in any schedule, nights, days and weekends with varying shifts or when covering another Quality Analyst as back-up.
 </li>
 <li>
 Empathetic approach and mindset.
 </li>
 <li>
 Genuine curiosity and desire to understand and to know why.
 </li>
 <li>
 Proficiency with technology, especially computers, software applications, and phone systems.
 </li>
 <li>
 Comfortable in working with individuals and team/s remotely.
 
 
 </li>
 </ul>
 
 Disclaimer
 
 
 
 The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.
 
 
 Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.
 
 
 Location:
 
 
 ARE Dubai - Property# BCB2 515, Dubai CommerCity
 
 
 Language Requirements:
 
 
 Arabic (Required), English (Required)
 
 
 Time Type:
 
 
 Full time
 
 
 
 If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents
 
 
 
 
 R1581849
 
</div>

Quality Analyst - Contact Center ( Bilingual - English/ Arabic )

AGMC

As a Quality Assurance Analyst within the CRM &amp; 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<ul><li>Call Monitoring and Evaluation</li><li>Monitor and assess customer interactions (calls, emails, chats, etc.) to ensure they meet predefined quality standards.</li><li>Identify opportunities for improvement in communication, issue resolution, product knowledge, and process adherence.</li><li>Quality Assurance Reporting</li><li>Prepare and present detailed quality reports, including trends, agent performance metrics, and actionable insights.</li><li>Maintain accurate records of evaluations and feedback.</li><li>Feedback and Coaching</li><li>Provide constructive feedback to agents to enhance their performance and align with company standards.</li><li>Collaborate with team leaders and supervisors to address recurring quality issues.</li><li>Process Improvement</li><li>Work with operations and training teams to improve processes and enhance customer experience.</li><li>Recommend updates to scripts, workflows, and knowledge bases based on observed trends.</li><li>Compliance Monitoring</li><li>Ensure adherence to legal and regulatory requirements as well as internal policies.</li><li>Report any compliance breaches or risks to management promptly.</li><li>Training and Support</li><li>Support new hire training by identifying skill gaps and providing targeted feedback.</li><li>Assist in the development of training materials and quality guidelines.</li><li>Customer Experience Enhancement</li><li>Analyze customer feedback and satisfaction surveys to identify areas for improvement.</li><li>Suggest proactive solutions to enhance the overall customer experience.</li></ul>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<ul><li>Bachelor's degree in a relevant field.</li><li>In-depth knowledge of CRM systems, Contact Centre operations, and quality assurance methodologies.</li><li>Strong analytical and problem-solving skills.</li><li>Effective communication and interpersonal abilities.</li><li>Detail-oriented with a commitment to maintaining high-quality standards.</li><li>Familiarity with industry-specific regulations governing CRM and Contact Centre activities.</li></ul>Experience (Years of experience, Sector, Local /International)<ul><li>Proven experience in a Quality Assurance role within CRM and Contact Centre for more than 2 years</li></ul>Job Type: PermanentPay: Up to AED9,000.00 per monthApplication Question(s):<ul><li>Are you involved in Quality Assurance within a call centre? If yes, how many years?</li><li>Please list the languages you speak.</li><li>This role has a package of AED 9,500. Please mention your salary expectations.</li><li>Do you have a UAE Driver's License?</li><li>Do you speak Arabic?</li></ul>

Quality Assurance Specialist - Contact Center

Dollar Car Rental - AAA Group

Job SummaryThe Quality Assurance Executive is responsible for ensuring high service standards across all customer interactions. This role involves monitoring, evaluating, and improving customer service communications to ensure compliance with internal policies and operational procedures within the car rental industry.Key Responsibilities<ul><li>Monitor inbound/outbound calls, chats, and emails to ensure adherence to company standards, approved scripts, and compliance requirements.</li><li>Evaluate customer interactions for accuracy, compliance, and service quality.</li><li>Identify gaps in service delivery and provide actionable feedback.</li><li>Maintain records of QA assessments, call metrics, and trends.</li><li>Prepare weekly and monthly QA reports highlighting team performance and areas for improvement.</li><li>Collaborate with trainers and team leads to deliver targeted feedback to agents.</li><li>Support delivery of refresher training and coaching sessions.</li><li>Ensure compliance with procedures related to vehicle rentals, disputes, tolls, fines, insurance claims, and accident handling.</li><li>Identify recurring customer issues and coordinate with operations to implement corrective actions.</li><li>Recommend updates to scripts and service workflows to enhance customer satisfaction.</li><li>Contribute to ongoing QA strategy improvements based on industry practices and internal goals.</li></ul>Qualifications &amp; Skills<ul><li>Bachelor&rsquo;s degree in Business, Hospitality, Communications, or related field.</li><li>2&ndash;3 years of experience in quality assurance or customer service monitoring, preferably within car rental, logistics, travel, or hospitality sectors.</li><li>Strong understanding of customer service protocols and call center operations within the car rental context.</li><li>Excellent analytical, communication, and reporting skills.</li><li>Proven ability to coach and provide performance-based feedback.</li><li>Multilingual proficiency in English, Arabic, and Hindi is preferred.</li><li>Valid UAE driver&rsquo;s license required.</li></ul>Job Type: Full-timePay: AED5,000.00 - AED6,000.00 per monthExperience:<ul><li>QA Analyst (Call Center): 4 years (Required)</li></ul>

QA Analyst

Alibaba Cloud

<div>
 
 We are seeking an experienced and highly motivated
 
 Data Center Manager
 
 to lead our IT operations. The ideal candidate will be a leader with a strong technical background in large-scale data center environments and a proven track record of managing high-performing teams. You will be responsible for the seamless, secure, and cost-effective operation of our data center, ensuring it meets the highest standards of availability and performance.
 
 
 
 
 
 Job Responsibilities
 
 
 
 
 <ol>
 <li>
 
 Lead Data Center Operations
 
 : Manage the daily operations and maintenance of our data center, optimizing service quality, cost, efficiency, and safety. You will drive continuous improvement to support the department's business objectives.
 </li>
 <li>
 
 Ensure Operational Resilience
 
 : Oversee the response and resolution of all data center risks, incidents, and emergency faults. You will implement and maintain robust procedures to ensure operational risks are minimized and changes are managed effectively.
 </li>
 <li>
 
 Manage Stakeholder Relationships
 
 : Build and maintain strong relationships with regional government departments to ensure all data center operations meet compliance requirements.
 </li>
 <li>
 
 Provide Technical Leadership
 
 : Serve as a key point of contact for on-site technical support. You will translate business needs into technical requirements, understand network infrastructure, and lead the implementation of cross-team projects.
 </li>
 <li>
 
 Develop and Mentor the Team
 
 : Be responsible for the development, training, and performance management of the on-site operations team. You will foster a strong team culture, ensure team members are equipped to handle operational risks, and build a talent pipeline for future growth.
 </li>
 </ol>
 
 
 
 
 Basic Qualifications
 
 
 
 
 <ol>
 <li>
 A Bachelor's degree in Electrical or Mechanical Engineering, or a related technical field.
 </li>
 <li>
 A minimum of three years of experience as a team leader or manager in a large-scale data center (10+ MW).
 </li>
 <li>
 Proven experience leading and mentoring a team of 15 or more people.
 </li>
 <li>
 Demonstrated deep knowledge of IT operations within a data center environment.
 </li>
 <li>
 Functional knowledge of cloud technologies and architectures, as well as IT service delivery principles and best practices.
 </li>
 <li>
 Strong problem-solving and critical-thinking skills with a highly self-motivated and proactive approach to work.
 </li>
 <li>
 Familiarity with data center construction procedures is a plus.
 </li>
 <li>
 The ability to travel domestically and internationally as required, up to 50% or more at times.
 </li>
 <li>
 Bilingual proficiency in Mandarin Chinese is highly preferred, as the role will require frequent coordination with our headquarters in China.
 </li>
 </ol>
 
 
</div>

Datacenter Manager, IT Operations

Explore 3919+ Analyst contact center operations in Dubai this October. Find roles across top companies and apply now to boost your career.

3919 analyst contact center operations jobs IN Dubai

Analyst - Contact Center Operations

Analyst - Contact Center Operations

Quality Analyst - Contact Center ( Bilingual - English/ Arabic )

Quality Analyst - Contact Center ( Bilingual - English/ Arabic )

Quality Assurance Specialist - Contact Center

QA Analyst

Datacenter Manager, IT Operations