customer service quality analyst

IntouchCX

About IntouchCX
 
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
 
About the Job
 
We’re changing the way people think about customer service, and we need your help!
 
We’re looking for a Quality Assurance Analyst to monitor Customer Service Representatives (CSRs) and the daily performance of Tier 2 teams (CSA/CX) by recording, reviewing and evaluating Voice, Email, Chat and Social contacts.
 
As Quality Assurance Analyst (French/English Bilingual), You Will…
 
<ul>
<li>Coach CSRs/Tier 2s on quality of service to ensure proper procedures are being followed</li>
<li>Complete Quality Assurance and coaching session reports on a weekly basis</li>
<li>Attend and participate in meetings with supervisors and managers to review monitoring lists</li>
<li>Attend and participate in partner and internal calibration meetings</li>
<li>Research escalated issues and co-deliver coaching opportunities with Team Leaders and Operation Managers</li>
<li>Report scripting problems or questions from callers to appropriate departments</li>
<li>Distribute partner and company related correspondence to all CSRs/Tier 2 team members</li>
<li>Perform other duties as assigned</li>
</ul>
As Quality Assurance Analyst (French/English Bilingual), You Have…
 
<ul>
<li>High school diploma or equivalent (required)</li>
<li>Must be fluent in French and English, written and oral</li>
<li>1 year of front-line contact center experience (preferred)</li>
<li>1-2 years of Quality Assurance experience (preferred)</li>
<li>Intermediate knowledge of MS Excel, MS Word and MS Office (required)</li>
<li>Ability to type 30 wpm minimum with accuracy</li>
<li>Strong verbal and written communication skills, including spelling and grammar</li>
<li>Excellent organizational and time management skills</li>
<li>Ability to make fair and consistent judgments and decisions</li>
<li>Ability to multi-task under high-pressure situations</li>
<li>Ability to solve problems and offer suggestions in a positive and developmental manner</li>
<li>Ability to listen attentively to use caller information to analyze and score CSRs/Tier 2 calls</li>
<li>Ability to perform basic mathematical functions to ensure scoring accuracy</li>
<li>Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds</li>
<li>Ability to work a variety of shifts including days, afternoons, evenings and holidays</li>
</ul>

Quality Assurance Analyst (French/English Bilingual)

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 )

ADIB - Abu Dhabi Islamic Bank

<div>
 
 
 
 Role: Quality Assurance Analyst
 
 
 
 
 Location: Abu Dhabi
 
 
 
 
 Role Purpose:
 
 
 
 <ul>
 <li>
 Perform quality evaluation for complaints resolution for ADIB business groups and ADIB subsidiaries.&nbsp;
 </li>
 </ul>
 
 
 
 Key accountabilities of the role
 
 :&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
 
 
 
 Responsibilities:
 
 
 
 <ul>
 <li>
 Conduct quality evaluation for complaints resolution for ADIB business groups and ADIB subsidiaries
 </li>
 <li>
 Sharing call quality check results with the team and providing the required coaching wherever is required for officers
 </li>
 <li>
 Review duplicate complaints data and do monthly reporting to line manager / HOD
 </li>
 <li>
 Conducting checks on invalid complaints to validate the tagging done by officers&nbsp;
 </li>
 <li>
 Update and manage daily follow up sheet and provide daily updates to officer for customer communication on their request
 </li>
 <li>
 Supporting team leaders in enhancing the call quality process /standards.
 </li>
 </ul>
 
 
 
 Specialist skills / technical knowledge required for this role:
 
 
 
 <ul>
 <li>
 Customer focused and managing relation within the bank&rsquo;s rules, regulations and interest.&nbsp;
 </li>
 <li>
 Experience in Contact Center, Customer Service, or complaints environment.
 </li>
 <li>
 Excellent inter-personal and communications skills with good language command.
 </li>
 <li>
 Thorough and detailed understanding of ADIB&rsquo;s systems, policies, products and procedures.
 </li>
 <li>
 Excellent analytical skills to enable resolution of complex and address through root cause analysis.&nbsp;&nbsp;&nbsp;&nbsp;
 </li>
 </ul>
 
 
 
 Previous experience required (if any):
 
 
 
 <ul>
 <li>
 Experience working in Contact center, customer service, and problem-solving role.
 </li>
 <li>
 Knowledge of banking laws, policies, procedures and practices.
 </li>
 <li>
 Banking experience in service delivery and customer experience.
 </li>
 <li>
 Bachelor&rsquo;s degree holder in Banking, Finance or related field.
 </li>
 </ul>
 
 
 
 This position is for UAE Nationals only.
 
 
 
</div>

Quality Assurance Analyst

<div>
 
 
 Key Responsibilities: -
 
 
 
 
 
 <ul>
 <li>
 Monitor, evaluate, and score inbound/ outbound calls as per defined quality parameters.
 </li>
 <li>
 Provide constructive feedback and coaching to agents to improve performance.
 </li>
 <li>
 identify gaps in communication, process adherence and customer handling
 </li>
 <li>
 prepare and maintain quality reports, dashboards and analysis for leadership.
 </li>
 <li>
 support process improvement initiatives to drive customer satisfaction CSAT, NPS and FCR.
 </li>
 </ul>
 
 
 
 
 
 Qualification required: -
 
 
 
 
 
 <ul>
 <li>
 Graduate in any stream
 </li>
 <li>
 Minimum 1-3 years of exp as a quality analyst in an international voice process.
 </li>
 </ul>
 
 
</div>

Quality Analyst

Accurate Eminent Firm

Job Description:We are looking for a Quality Analyst (QA) to join our Call Center team based in Gulshan-e-Iqbal, Karachi. The QA will be responsible for monitoring, evaluating, and improving agent performance to ensure the highest level of customer service and compliance with company standards.Job Details:<ul><li>Location: Gulshan-e-Iqbal, Karachi</li><li>Shift Timing: 5:45 PM &ndash; 12:30 AM (Monday to Saturday)</li><li>Salary: Competitive (based on experience)</li><li>Department: Quality Assurance &ndash; Call Center</li></ul>Key Responsibilities:<ul><li>Monitor live and recorded calls to assess agent performance</li><li>Evaluate communication and process compliance</li><li>Identify training needs and share feedback with team leads &amp; HR</li><li>Maintain QA reports, scorecards, and performance records</li><li>Recommend process improvements for better customer experience</li><li>Ensure call standards are consistently met</li></ul>Requirements:<ul><li>Minimum 1 year of QA experience in a call center or BPO environment (travel campaign experience is a plus)</li><li>Excellent English communication and listening skills</li><li>Strong attention to detail and analytical mindset</li><li>Ability to provide constructive feedback and coach agents</li><li>Punctual, responsible, and career-oriented</li></ul>What We Offer:<ul><li>Professional and collaborative work environment</li><li>Career growth and recognition opportunities</li><li>Competitive salary and performance-based bonuses</li></ul>How to Apply:Interested candidates are encouraged to apply with an updated CV. Only serious and experienced candidates will be shortlisted.Job Type: Part-timePay: From Rs25,000.00 per monthApplication Question(s):<ul><li>Is it easy for you to come to our office which is close to NIPA CHOWRANGI?</li></ul>Education:<ul><li>Intermediate (Preferred)</li></ul>Language:<ul><li>Fluent in English (Required)</li></ul>Location:<ul><li>Karachi (Required)</li></ul>Work Location: In person

Quality Analyst (QA) – Call Center | Karachi

Bupa

<div>Quality Assurance Consultant - Must speak Fluent Cantonese<div>
Job Description:
Quality Assurance Consultant
Contract type: Permanent
Shift pattern: Full-time - 40 hours per week
Location : Egypt, Cairo
Requirement: Applicants must be fluent in Cantonese
We make health happen
At Bupa, we're passionate about technology. With colleagues, customers, patients and residents in mind you'll have the opportunity to work on innovative projects and make a real impact on their lives.
Right from the start you'll become part of our digital strategy, joining us on our journey and developing yourself along the way.
Working as a Quality Assurance Consultant you'll play a key part in helping our customer facing colleagues deliver exceptional standards of customer service.
You'll have an opportunity to do work that matters. Making a difference to the lives of our customers each and every day.
Role Overview
You will ensure that our products and services are assessed and processed accurately and consistently contributing to a Good Customer Outcome and Experience for our customers in line with business process and policy improvements within Bupa.
How you'll help us make health happen:<ul><li>
Develop an extensive knowledge of the current procedures and processes to ensure that all interactions are assessed accordingly.</li><li>
Review both real-time and retrospective member interactions to ensure they are handled in a regulatory compliant manner, using knowledge and experience to determine whether the member has received the correct outcome and whether the customer experience fits with Bupa brand.</li><li>
Support the delivery of ongoing and improved Customer Outcomes and Experience; escalating issues and identifying common trends in line with existing frameworks, focusing on preventing issues from happening in the future.</li><li>
Identify interactions containing non-conformances and breaches and provide appropriate feedback to the Commercial Management team to be discussed with individuals and addressed through corrective action plans.</li>
</ul>Key Skills / Qualifications Needed For This Role<ul><li>
The successful candidate will be fluent in Cantonese, both spoken and written</li><li>
Proven track record of delivering an excellent customer experience.</li><li>
The ability to set and achieve personal and team goals that deliver on Bupa's strategic framework and business/functional goals.</li><li>
Strong attention to detail with the ability to analyse each interaction and make decisions with confidence, occasionally defusing difficult and emotional situations</li><li>
Excellent communication skills with the ability to liaise with management and staff.</li><li>
Organised and able to prioritise workload.</li><li>
Excellent problem-solving skills, initiative and the ability to make sound commercial decisions.</li>
</ul>Why Bupa?
We're a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose - helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring and responsible in everything we do.
We encourage all of our people to &quot;Be you at Bupa&quot;, we champion diversity, and we understand the importance of our people representing the communities and customers we serve. That's why we especially encourage applications from people with diverse backgrounds and experiences.
Bupa is a Level 2 Disability Confident Employer. This means we aim to offer an interview/assessment to every disabled applicant who meets the minimum criteria for the role. We'll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them.
Time Type:
Full time
Job Area:
Delivery and Operations
Locations:
Egypt - Cairo</div></div>
 
Company pension, Cycle to work scheme, Employee mentoring programme, Health &amp; wellbeing programme, Free flu jabs, Gym membership, Financial planning services, Referral programme

Quality Assurance Consultant - Must speak Fluent Cantonese

EcoEnergy Systems

We are looking for a detail-oriented and proactive Quality Assurance Executive to monitor and evaluate customer interactions across various communication channels. The ideal candidate will ensure that all customer service activities meet company standards, maintain compliance, and continuously improve service quality through effective evaluation and coaching.Key Responsibilities:* Monitor inbound and outbound calls, chat, and email interactions to assess quality and compliance with company standards.* Evaluate agent performance based on pre-defined criteria such as communication skills, accuracy, empathy, and policy adherence.* Provide constructive feedback and coaching to agents to help improve performance and service delivery.* Identify training needs and assist in developing quality improvement initiatives.* Maintain accurate QA reports and share performance insights with management.* Collaborate with team leads and managers to enhance customer satisfaction and overall process efficiency.Requirements:** Bachelor&rsquo;s degree in Business Administration, Communication, or a related field.* Minimum 1&ndash;2 years of experience in a Quality Assurance or similar role (Call Center experience preferred).* Strong analytical, listening, and communication skills.* Ability to provide objective feedback and maintain a professional approach.* Proficiency in MS Office and QA monitoring tools.Job Type: Full-timePay: Rs80,000.00 - Rs200,000.00 per monthApplication Question(s):<ul><li>How many years of experience do you have working in a Quality Assurance (QA) role within a call center or customer service environment?</li><li>Have you ever monitored and evaluated calls, chats, or emails for quality assurance purposes?</li><li>Do you have experience providing feedback or coaching to customer service agents based on QA evaluations?</li><li>Which QA monitoring or reporting tools have you used before? (e.g., Excel dashboards, Observe.AI, CallMiner, Playvox, Five9, etc.)</li><li>What is your current Salary, Notice Period, and What is your Expected salary for this position?</li></ul>* Are you comfortable working onsite in Johar Town from 2 PM to 11 PM? or 6 working days in a week?<ul><li>What key factors do you usually evaluate when reviewing an agent&rsquo;s call or chat?</li></ul>Work Location: In person

Quality Assurance Executive

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