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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 )

NATIONAL BANK OF RAS AL KHAIMAH P.S.C

At RAKBANK, we believe in fostering a culture of innovation, growth, and excellence. We are not just a bank – we are a community that thrives on teamwork, cutting-edge solutions, and the highest standards of governance.About the role:The Customer Portfolio Analyst is responsible for analyzing delinquent accounts, developing effective collection strategies, and ensuring compliance with regulatory standards. What You’ll Be Doing:<ul><li>Interact with Customers to procure market information & provide feedback to business.</li><li>Ensure that customers conform to the repayment plan & the bank norms in complete.</li><li>Always comply with the Staff Code of Conduct to ensure a positive image of the Bank is presented to all customers both internal and external.</li><li>Ensure compliance with policy, procedures, standards and reporting requirements, plus any relevant regulatory and statutory requirements.</li><li>Identify and recommend improvements to procedures and processes to improve process and service levels.</li><li>Be proactive in a wide range of customer enquiries and issues and escalate them as appropriate.</li><li>Identify and act on ways to improve own knowledge and skills and consequently improve the knowledge and skills level of the department.</li><li>Provide support to other team members as required to assist in the smooth operation of the department.</li><li>Maintain awareness of the department’s Business Continuity Plan and undertake appropriate training to ensure correct action is taken in the event of an incident or disruption.</li><li>Perform any other duties or tasks as required or instructed by the line manager to support the smooth operation of the department.</li></ul>

Collection Analyst - Emiratized

United States Citigroup

<div> Discover your future at Citi </div> <div> <div> <div> <div> Working at Citi is far more than just a job. A career with us means joining a team of more than 230,000 dedicated people from around the globe. At Citi, you ll have the opportunity to grow your career, give back to your community and make a real impact. You're the brains behind our work. You re ready to bring your knowledge from the classroom to the workplace, and Citi wants to help you get there. Whether it s honing your skills or building your network, we know that success comes with growth. Our full-time Services analyst program equips you with the tools, training, and hands-on experience you need to play a valuable role on your team and establish a long-term career here. At Citi, we value internal mobility career growth is not a question of if, but when. What is Services? Citi s Services organization plays a crucial role in supporting institutional clients through a wide range of innovative solutions, enabling them to navigate complex financial landscapes. Our business provides integrated cash management and trade finance solutions to help multinational corporations, financial institutions, and public sector organizations optimize liquidity, working capital, and streamline transactions globally. Our business also delivers custody, fund administration, collateral management, and performance analytics, helping asset managers, institutional investors, and financial institutions efficiently manage and safeguard assets. With our global reach, including presence in over 90 countries, cutting-edge technology, and client-first approach, we provide seamless solutions that drive business success in an evolving financial world. We provide you with the knowledge and skills you need to succeed. The Services Analyst Program is a 2.5-year rotational program designed to help you build a broad skill set and accelerate your career growth by gaining exposure to multiple areas within the Services business. The program begins in July and starts with an intensive training and orientation to give you a strong foundation in both the business and Citi's culture. You will then rotate across two different roles within Services based on your interests and the needs of the business, gaining meaningful experience through hands-on projects and exposure to senior leaders. Your time here will look something like this: <ul> <li> Conduct market research to assess industry trends and the impact of macroeconomic factors. </li> <li> Develop materials that support business development, product commercialization, and revenue growth. </li> <li> Assist with process optimization initiatives to enhance efficiency and mitigate risk. </li> <li> Analyze client data to identify opportunities and improve service offerings. </li> <li> Prepare reports and presentations for internal stakeholders and senior leadership. </li> <li> Participate in networking events, training sessions, and leadership discussions to strengthen your personal and professional development. </li> </ul> We want to hear from you if... <ul> <li> You are in your final year of university, graduating in Summer 2026. </li> <li> You have strong analytical and problem-solving skills. </li> <li> You are proficient in Microsoft Excel (e.g., data analysis, lookups, basic modeling) and have working knowledge of PowerPoint and Outlook. </li> <li> You have an interest in financial services and a drive to learn. </li> </ul> Who we think will be a great fit... We re looking for motivated individuals who are eager to start their careers at a global organization, tend to think strategically, have an innovative approach to business, and value diversity as much as we do. We know that anyone not just those with business degrees can have a knack for business, so we re open to all disciplines. We ll also be looking for: <ul> <li> Strong interpersonal and relationship-building skills. </li> <li> Excellent communication skills. </li> <li> A high level of accuracy, time management, and attention to detail. </li> <li> Solid organizational skills and ability to work autonomously self-starter. </li> <li> A high level of personal integrity, commitment to excellence, and a strong desire to learn. </li> <li> Resilience to thrive in a fast-paced, high-volume environment. </li> <li> A sense of urgency and the ability to execute quickly and efficiently. </li> </ul> Your future at Citi During the program, you will have access to mentorship, career development sessions, and networking opportunities with senior leaders and professionals across Citi. This experience is designed to provide you with a strong foundation to launch a long-term career within the firm. Launch your career with Citi and be part of shaping the future of financial services! </div> </div> </div> </div> ------------------------------------------------------ Job Family Group: Product Management and Development ------------------------------------------------------ Job Family: Market Segments and Services ------------------------------------------------------ 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 s EEO Policy Statement and the Know Your Rights poster.

Services - Full-Time Analyst (UAE Nationals Only)

Keolis

<div>The purpose of this position is to assist the Performance &amp; Planning Manager in shaping the customer service strategy through collating and analysing all customer data received by the Dubai Metro &amp; Tram to draw insights to drive continuous improvement.
MAIN RESPONSIBILITIES
<ul>
<li>Assist the Performance &amp; Planning Manager in shaping the customer service strategy through collating and analysing all customer data received by the Dubai Metro &amp; Tram.</li>
<li>Tasks include tracking, analysing and interpreting all customer data including complaints and feedback, satisfaction surveys and mystery shopper results, procuring and managing the Customer Satisfaction Survey, and designing and building reports and dashboards.</li>
<li>Review passenger KPIs against targets and recommend improvements.</li>
<li>Analyse trends and make viable recommendations to all departments by providing solutions to ensure continuous improvement.</li>
<li>Ensure all data are correctly updated and easily retrievable to produce ad hoc reports as required by the senior management.</li>
<li>Use Business Intelligence tools to develop visualisation for an evidence-based approach to performance monitoring.</li>
<li>Support the marketing team to assess the performance of the marketing activities and adapt future activity based on the lessons learnt.</li>
<li>Provide accurate performance reports for contractual meetings, internal and executive meetings.</li>
<li>Create performance dashboards covering all aspects of customer service performance.</li>
<li>Perform and carry out other duties as instructed / directed by the Performance &amp; Planning Manager and Head of Planning &amp; Performance.</li>
<li>Ensure compliance with the Keolis-MHI Management System and all relevant business processes, procedures and work instructions to deliver all work with appropriate quality and governance standards.</li>
<li>Ensure security and integrity of all data provided including reporting performance, finance and customer information; reference Keolis-MHI non-disclosure policy.</li>
<li>To exercise personal duty of care for their own health, safety and welfare and for those affected by their acts or omissions; reference SMS GSOP-HSE1-6 Keolis-MHI organisational HSE responsibilities.</li>
<li>Ensure compliance with all training requirements of Keolis-MHI and ensure adherence to these requirements at all times whilst in employment.</li>
<li>Report any accidents, incidents, breaches or potential breaches to appropriate management or the speak up process.</li></ul> 


KEY SKILLS
<ul>
<li>Proficient in spoken and written English.</li>
<li>Active listening.</li>
<li>Attentive to details and able to multitask.</li>
<li>Good interpersonal and communications skills at all levels.</li>
<li>Excellent numerical and PC skills including the use of MS Excel and 2-D graphs as analytical tools.</li>
<li>Highly motivated and flexible to be able to work in a time-sensitive environment and respond quickly and effectively to unanticipated high workloads, events and emergencies.</li>
<li>Good written and verbal communication skills and the ability to manage multiple tasks efficiently and work productively in a fast-paced, team-oriented environment.</li></ul> 


EDUCATIONAL QUALIFCATION
<ul>
<li>Ideally a degree holder or high diploma of post-secondary education in a related discipline.</li></ul></div>

Passenger 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

Greenfix Property Care

A leading logistics company in Dubai is seeking an Analyst in Logistics Operations to enhance customer experience and operational efficiency.This position involves complex data analysis and improving logistics processes to deliver exceptional service.

Logistics Operations Analytics Specialist

Explore 7237+ Customer service analyst in Dubai United Arab Emirates this November. Find roles across top companies and apply now to boost your career.