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customer service analyst

Concentrix

<div><div><div>Other
Training &amp; Quality
</div><div><div><div>Location</div>
<div>Dubai, United Arab Emirates
</div></div><div><div>Language</div>
<div>Arabic + English
</div></div></div><div></div><div><div>
</div><h2 class="jobSectionHeader">Summary</h2>
PREFERRED CANDIDATE QUALIFICATIONS &ndash; &middot; CURRENTLY AVAILABLE IN THE UAE. &middot; CAN JOIN IMMEDIATELY. 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.<h2 class="jobSectionHeader">
Description</h2><div>
ESSENTIAL FUNCTIONS / CORE RESPONSIBILITIES</div><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></ul><ul><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.</div></div></div>

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

Jaggaer

<div>Overview:
<div>
JAGGAER provides an intelligent Source-to-Pay and Supplier Collaboration Platform that empowers organizations to manage and automate complex processes while enabling a highly resilient, responsible, and integrated supplier base. With 30 years of expertise, we specialize in solving complex procurement and supply chain challenges across various industries. 
 
Our 1,200+ global employees are obsessed with ensuring customers get full value from our products - ultimately enhancing and transforming their businesses. For more information, visit www.jaggaer.com 
 
The GCC Analyst will provide high-quality customer support by managing, analyzing, and resolving technical and functional issues within Jaggaer solutions. Acting as the first line of defense for our customers and suppliers, the GCC Analyst ensures timely resolutions, adherence to SLAs, and continuous improvement of the support process.</div>
Principal Responsibilities:
<ul><li>Customer Support &amp; Case Management:</li><li>Manage incoming support tickets from customers, suppliers, and internal teams.</li><li>Investigate and resolve functional and technical issues related to Jaggaer solutions.</li><li>Escalate complex issues to product or engineering teams when necessary.</li><li>Technical Troubleshooting:</li><li>Perform root cause analysis of system errors, configuration issues, and integration challenges.</li><li>Support data migrations, API troubleshooting, and custom configuration requests.</li><li>Validate product fixes and releases where required.</li><li>Customer Communication:</li><li>Act as the primary contact for customers throughout the case lifecycle.</li><li>Provide timely updates and manage expectations in line with SLAs.</li><li>Translate technical issues into clear and simple explanations for non-technical users.</li><li>Collaboration &amp; Process Improvement:</li><li>Collaborate with cross-functional teams (Product, QA, Development, Infrastructure).</li><li>Contribute to the knowledge base, FAQs, and documentation to improve self-service.</li><li>Identify recurring issues and propose process/product improvements.</li><li>Compliance &amp; Quality:</li><li>Ensure all case documentation is accurate, complete, and compliant with internal standards.</li><li>Adhere to SLA requirements, internal policies, and data security protocols.</li></ul>
Position Requirements:
<ul><li>Bachelor&rsquo;s degree in Computer Science, Information Systems, Business, or related field.</li><li>1&ndash;3 years&rsquo; experience in technical or customer support, preferably in SaaS or enterprise software.</li><li>Strong problem-solving and analytical skills with attention to detail.</li><li>Familiarity with enterprise systems, APIs, integrations, and data management is a plus.</li><li>Excellent written and spoken communication skills in English and Arabic.
</li><li>Ability to work under pressure, manage multiple cases, and prioritize effectively.</li><li>Team player with a strong customer service orientation.</li></ul><div></div><div> 
Key Performance Indicators (KPIs) 
<ul><li>SLA adherence (response and resolution times)</li><li>Customer satisfaction (CSAT/NPS scores)</li><li>First-time resolution rate</li><li>Quality and accuracy of documentation</li><li>Contribution to knowledge base and process improvements</li></ul></div><div></div><div> 
What We Offer: 
At JAGGAER you&rsquo;ll find great benefits, empowering culture, flexible work environment, much more!</div><div></div><div> 
Apply now and be part of our success!</div><div></div><div> 
Our Values - T.E.A.M 
At JAGGAER, our business is about people. Our products are built on intellectual property, but the real differentiator is the teams behind them&ndash;the way we collaborate, innovate, solve problems and deliver for customers. TEAM gives us a common set of expectations for how we work together across products, cultures, and geographies.</div><div><ul><li> 
Transparency - Openness Builds Trust: Candor strengthens relationships, speeds decision-making, and ensures problems are solved together&mdash;with customers, teammates, and partners.</li><li>Entrepreneurial Spirit &ndash; Own It, Drive It, Make It: A scrappy, customer obsessed, problem-solving mindset is at the cornerstone of both organizational and personal growth</li><li>Accountability &ndash; Thumbs In, Not Fingers Out: We take responsibility ourselves before pointing elsewhere</li><li>Metrics-Driven Results &ndash; Outcomes Over Activities: Data and evidence guide our decisions, help us course-correct quickly, and ensure we&rsquo;re delivering real impact.</li></ul></div></div>

Global Customer Care Analyst

Digipay

Position: Quality AnalystLocation: Dubai, UAEJob Type: Full-TimeExperience Required: 2&ndash;4 YearsIndustry: Technology / Customer ServiceOverviewWe are looking for a detail-oriented and analytical Quality Analyst (QA) to ensure that our processes, customer interactions, and service delivery meet the highest standards. The ideal candidate will evaluate calls, chats, workflows, and internal operations to identify gaps, suggest improvements, and support overall quality enhancement across the organization.Key ResponsibilitiesMonitor and evaluate customer interactions (calls, chats, emails) to ensure adherence to company standards.Assess agent performance based on accuracy, process compliance, communication quality, and customer satisfaction.Develop QA scorecards, evaluation forms, and quality guidelines.Conduct regular audits of processes, documentation, and service flows.Identify areas of improvement and provide actionable feedback to team leaders and agents.Prepare daily, weekly, and monthly QA reports with insights and trends.Collaborate with training teams to enhance process knowledge and agent performance.Support root-cause analysis for repeated errors and operational issues.Ensure regulatory, compliance, and company standards are consistently followed.Recommend process improvements to increase efficiency and reduce errors.RequirementsBachelor&rsquo;s degree in any field (Business, IT, or related field preferred).2&ndash;4 years of experience as a Quality Analyst in customer service, call centers, fintech, or related industries.Strong understanding of QA methodologies, auditing, and service quality metrics.Excellent analytical and problem-solving skills.Strong communication skills with the ability to give constructive feedback.Proficiency in MS Excel and reporting tools.Experience with CRM/CX tools (e.g., Freshdesk, Zendesk, Genesys) is an advantage.High attention to detail and strong process understanding.Preferred SkillsExperience in fintech, payments, telecom, or BPO/call center environments.Knowledge of compliance standards and service quality frameworks.Ability to handle multiple evaluations and deadlines efficiently.Job Types: Full-time, Permanent, ContractPay: AED3,000.00 - AED4,000.00 per month

Quality Analyst

Citi

<div>
 The Sales Support Intermediate Analyst is an intermediate level position responsible for providing a range of sales support activities including analysis of sales outcomes, opportunities and the creation of proposals in coordination with the Consumer Sales team. The overall objective of this role is to provide support/ancillary services to sales people and across all client segments.
 
 
 
 Responsibilities:
 
 
 
 <ul>
 <li>
 Provide sales support by designing and implementing process improvements
 </li>
 <li>
 Support new products, promotions, and projects defined by the business
 </li>
 <li>
 Resolve most issues by applying professional judgment when interpreting data and results
 </li>
 <li>
 Review and provide training material to sales and operations
 </li>
 <li>
 Support sales activities for high profile clients
 </li>
 <li>
 Provide administrative assistance for sales management teams
 </li>
 <li>
 Ensure sales team are compliant with regulations
 </li>
 <li>
 Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.
 
 
 </li>
 </ul>
 
 Qualifications:
 
 
 
 <ul>
 <li>
 Work collaboratively with regional and global partners in other functional units; ability to navigate a complex organization
 </li>
 <li>
 Demonstrated ability to thrive in a structured environment, meticulously follow established procedures.
 </li>
 <li>
 Working knowledge of related industry practices and standards
 </li>
 <li>
 Consistently demonstrates clear and concise written and verbal communication
 </li>
 <li>
 Proficiency with MS office, verbal/written skills, analytical skills
 
 
 </li>
 </ul>
 
 Education:
 
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree/University degree or equivalent experience
 
 
 </li>
 </ul>
 This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
 
 
 ------------------------------------------------------
 
 
 
 Job Family Group:
 
 
 
 Consumer Sales
 
 
 ------------------------------------------------------
 
 
 
 Job Family:
 
 
 
 Consumer Sales Support
 
 
 ------------------------------------------------------
 
 
 
 Time Type:
 
 
 
 Full time
 
 
 ------------------------------------------------------
 
 
 
 Most Relevant Skills
 
 
 
 Please see the requirements listed above.
 
 
 ------------------------------------------------------
 
 
 
 Other Relevant Skills
 
 
 
 For complementary skills, please see above and/or contact the recruiter.
 
 
 ------------------------------------------------------
 
 
 
 Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.
 
 
 
 
 If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review
 
 
 Accessibility at Citi.
 
 
 
 
 View Citi&rsquo;s EEO Policy Statement and the Know Your Rights poster.
 
</div>

Consumer Sales Support Intermediate Analyst - UAE Nationals Preferred - DUBAI

Tabby | تابي

<div>
 
 
 Department:
 
 Training and Quality
 
 
 
 Location:
 
 UAE
 
 
 
 
 Description
 
 
 
 About the role
 
 As a Process Analyst, you will play a key role in optimizing and standardizing customer and partner support operations. Your work will directly impact customer satisfaction and operational efficiency by analyzing, designing, and implementing process improvements. You will collaborate closely with cross-functional teams, including customer support agents, ops-managers, the Training team, Product, and other stakeholders, to ensure processes are customer-centric and aligned with organizational goals.
 
 
 A strong background in customer support is critical for this role, as you will leverage your expertise to identify pain points, design effective workflows, and ensure seamless customer experiences.
 
 
 
 
 
 Key Responsibilities
 
 
 
 Process Optimization:
 <ul>
 <li>
 Apply your deep understanding of customer support best practices to design processes that improve customer satisfaction and resolve pain points.
 </li>
 <li>
 Analyze existing customer support processes to identify inefficiencies, bottlenecks, and areas for improvement.
 </li>
 <li>
 Design and implement process improvements that enhance efficiency, consistency, and customer satisfaction.
 </li>
 </ul>
 Formalized Workflow Documentation:
 <ul>
 <li>
 Create and maintain formalized workflow procedures, including step-by-step instructions and contextual data, to guide customer support agents in using CRM tools effectively.
 </li>
 <li>
 Ensure procedures are clear, actionable, and tailored to the specific needs of agents, enabling them to resolve customer issues efficiently and consistently.
 </li>
 <li>
 Regularly update workflows to reflect changes in CRM tools, product updates, or evolving customer needs.
 </li>
 </ul>
 Cross-Functional Collaboration:
 <ul>
 <li>
 Work closely with customer support agents, managers, Training, Product, and other stakeholders to gather feedback and align process improvements with organizational goals.
 </li>
 <li>
 Contribute to CRM tool development by providing input on customer support requirements and ensuring the tool aligns with operational needs.
 
 
 
 </li>
 </ul>
 
 Skills, Knowledge &amp; Expertise
 
 
 
 
 
 Education:
 
 
 
 
 Bachelor's degree in Math, Engineering, Software Development, Business Administration, Operations Management, or equivalent demonstrable experience in a related discipline. Relevant certifications or additional qualifications are a plus.
 
 
 
 Experience:
 
 <ul>
 <li>
 Proven experience in customer support operations, with a deep understanding of customer service principles, problem-solving techniques, and conflict resolution.
 </li>
 <li>
 Prior experience as a process analyst, business analyst, or similar role, preferably in a customer support or service environment.
 </li>
 </ul>
 
 
 Technical Skills:
 
 <ul>
 <li>
 Familiarity with customer support systems and tools (e.g., CRM software, ticketing systems).
 </li>
 <li>
 Proficient in process modeling techniques and tools (e.g., BPMN, flowcharts, process mapping).
 </li>
 <li>
 Strong analytical skills with the ability to gather and interpret data, identify patterns, and provide actionable insights.
 </li>
 </ul>
 
 
 Soft Skills:
 
 <ul>
 <li>
 Excellent communication and collaboration skills to work effectively with cross-functional teams and stakeholders.
 </li>
 <li>
 Detail-oriented mindset with the ability to critically evaluate and improve processes for efficiency and effectiveness.
 </li>
 <li>
 Strong project management skills, including the ability to prioritize tasks, manage timelines, and drive projects to completion.
 
 </li>
 </ul>
 This role is ideal for a customer support professional who is passionate about process improvement and delivering outstanding customer experiences. If you are a detail-oriented, data-driven thinker with a customer-first mindset, we encourage you to apply!
</div>

Process Analyst, Customer Experience

Ceenex Global LLC

<div>
 
 🌟 We're Hiring: Sr Business Analyst - Digital Customer Experience! 🌟
 
 
 
 The Business Analyst &ndash; Digital Customer Experience plays a vital role in shaping and delivering digital initiatives that improve the end-to-end guest journey. This role bridges the gap between business needs, customer expectations and technology solutions by gathering and analyzing requirements, identifying process improvements and supporting the successful delivery of our digital products and services.
 
 
 Working closely with Product Owners, UX designers, developers and key stakeholders, the Business Analyst ensures that digital solutions are user-centered, strategically aligned and operationally viable.
 
 
 
 📍 Location:
 
 Dubai, United Arab Emirates
 
 
 
 ⏰ Work Mode:
 
 Work From Office
 
 
 
 💼 Role:
 
 Sr Business Analyst - Digital Customer Experience
 
 
 Salary - 22000 AED + Benefits (Negotiable)
 
 
 Experience - 5 to 15 years
 
 
 
 What You'll Do
 
 
 
 
 Requirements Gathering &amp; Analysis
 
 
 
 
 
 Digital Product Support
 
 
 
 
 
 
 
 Guest Experience &amp; Journey Mapping
 
 
 
 
 
 
 
 
 Stakeholder Collaboration &amp; Communication
 
 
 
 
 
 
 
 
 Insight Reporting and Continuous Improvement
 
 
 
 
 
 
 Skills, Tools, And Systems Experience
 
 
 
 Expertise with DXP platforms, Headless CMS &amp; Microservices Architecture, Omnichannel Architecture, CRM, web technologies, app frameworks, CDP and personalization engines, eCommerce, loyalty platforms
 
 
 Experience in Agile methodologies
 
 
 
 Core Activities Experience
 
 
 
 Business Analyst, Digital, Transformation, Solution Design, Process Mapping Communication, Stakeholder Engagement, Digital Transformation Project Support and Reporting.
 
 
 
 Skills
 
 
 
 <ul>
 <li>
 Expertise in DXP (Digital Customer Experience); Digital Guest Experience; stakeholder engagement
 </li>
 <li>
 Creates Business cases.
 </li>
 <li>
 Agile process
 </li>
 <li>
 B2C Implementation
 
 
 </li>
 </ul>
 Ready to make an impact? 🚀 Apply now and join us on this exciting journey!
</div>

Sr Business Analyst - Digital Customer Experience

Tap Growth ai

Explore 4526+ Customer service analyst in Dubai this December. Find roles across top companies and apply now to boost your career.

4526 customer service analyst jobs IN Dubai

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

Global Customer Care Analyst

Quality Analyst

Consumer Sales Support Intermediate Analyst - UAE Nationals Preferred - DUBAI

Process Analyst, Customer Experience

Sr Business Analyst - Digital Customer Experience

Sr Business Analyst - Digital Customer Experience