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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 )

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>

EXCELLENCE DRIVING

<ul><li>Must be fluent in Arabic , English and Hindi/Urdu</li><li>Conduct regular quality evaluations of customer service interactions, including phone calls, emails, and in-person interactions.</li><li>Ensure compliance with established company&rsquo;s policy, standards, guidelines, and procedures.</li><li>Identify areas of improvement in customer handling techniques, and product knowledge and provide feedback and coaching to agents.</li><li>Share Plan of action for poor performance with root cause, corrective action &amp; preventive action with relevant stakeholders.</li><li>Identify and define training needs based on monitoring and quality audit reports.</li><li>Develop and update quality monitoring forms, evaluation criteria, and guidelines to ensure consistency and accuracy in assessing agent performance.</li><li>Collect and analyze customer demographic data to identify patterns, preferences, and trends.</li><li>Analyze data of dormant customers to understand reasons for inactivity and identify opportunities for re-engagement and convert them to active customers.</li><li>Provide insights and recommendations to enhance customer targeting and segmentation strategies.</li><li>Assist in scheduling and coordinating driving lessons to ensure optimal utilization of instructors utilization</li></ul>Kindly share your CV on krutika.p(at)e-dc.com or WhatsApp on 0553713515Job Type: Full-timePay: AED4,999.00 - AED5,000.00 per monthLanguage:<ul><li>HIndi (Required)</li><li>Arabic (Required)</li></ul>

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

Forsyth Barnes

<div>
 
 
 Job Alert
 
 
 
 
 Title:
 
 Business Analyst
 
 
 
 Location:
 
 Dubai &ndash; Onsite, 5 days per week
 
 
 
 Contact:
 
 Lydia.Hedges@forsythbarnes.com
 
 
 
 
 
 
 Brief Overview:
 
 
 
 An excellent opportunity has arisen to join a leading organisation in Dubai as a
 
 Business Analyst
 
 . This role is ideal for an experienced professional who is confident in facing the business, engaging with senior stakeholders, and bringing both functional and technical expertise to the table. The successful candidate will be highly presentable, articulate, and able to communicate with clarity and confidence when liaising with General Managers and business leaders.
 
 
 
 
 
 
 Business Analyst &ndash; Requirements:
 
 
 
 &bull; At least 5 years&rsquo; experience in a Business Analyst role
 
 
 &bull; Prior UAE experience is required
 
 
 &bull; Strong stakeholder-facing skills &ndash; able to confidently engage with GMs and senior leadership
 
 
 &bull; Presentable, clear communicator and highly confident in discussions
 
 
 &bull; Strong mix of functional and technical knowledge
 
 
 &bull; English fluency &ndash;
 
 must
 
 
 
 &bull; Based in Dubai, office-based 5 days per week
 
 
 
 
 
 If you're interested, please apply by emailing me with a copy of your most up-to-date CV and your current availability. Please also feel free to pass this on to anyone in your network who may be suitable or interested in this opportunity.
 
</div>

Information Technology Business Analyst (Ref: 191331)

<div>At GAC Group IT, our dedication to providing top-notch solutions to 6000+ users worldwide rely on the dependability of our IT systems, all while upholding our ISO 27001 certification. As we grow the GAC Group IT Team, we are actively seeking a IT Security Analyst to bring his/her technological proficiency to enhance our security protocols.
The Group IT team is dedicated to constructing, configuring, maintaining, and enhancing applications throughout their life cycle while safeguarding them against cyber threats.
Key Responsibilities:<ul><li>
Implement and maintain security solutions for our network, infrastructure and applications hosted in On-prem Data Center and Azure Cloud.</li><li>
Closely work with Software development &amp; DevSecOps teams to resolve issues</li><li>
Guide GAC branch offices to improve their IT security posture.</li><li>
Monitor and respond to security incidents and perform root cause analysis.</li><li>
Research and stay updated on the latest security trends and best practices.</li></ul> 
Requirements:<ul><li>
A bachelor&rsquo;s degree in computer science/ information security</li><li>
A minimum of 2 years of experience as an IT Security Analyst or a similar role</li><li>
A proficiency in implementing &amp; managing security tools such as CSPM, VAPT, VMDR, EDR.</li><li>
excellent teamwork, problem-solving, analytical and communication skills</li><li>
Holding relevant certifications such as Azure Security (AZ-500), CCSP etc. will be advantages.</li></ul></div>

Group-IT Security Analyst

Explore 1467+ Contact center analyst in Dubai this October. Find roles across top companies and apply now to boost your career.

1467 contact center analyst jobs IN Dubai

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

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

Analyst - Contact Center Operations

Analyst - Contact Center Operations

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

Information Technology Business Analyst (Ref: 191331)

Group-IT Security Analyst