customer service quality analyst

EYouth

<div><ul><li>Listen to and review daily calls to ensure compliance with company standards and quality guidelines.</li><li>
Develop and maintain call evaluation forms and metrics (e.g., tone, enthusiasm, accuracy of information, adherence to script).</li><li>
Identify strengths and areas for improvement in agents&rsquo; communication.</li><li>
Ensure consistency in delivering key messages (offers, campaigns).</li><li>
Provide detailed reports and feedback to team leaders and agents.</li><li>
Highlight areas where agents need to improve and suggest practical recommendations.</li><li>
Work closely with the sales and operations teams to ensure alignment on performance goals.</li><li>
Recommend innovative methods and tools to improve the call monitoring process.</li><li>
Track and analyze KPIs (e.g., conversion rates, response quality, call handling time).</li><li>
Evaluate the impact of call quality on overall sales performance.</li><li>
Ensure agents are equipped with updated resources and guidelines for customer interaction.</li><li>
Generate insights to support management decisions regarding sales strategy and customer engagement.</li><li>
Support agents in developing better communication skills to improve customer satisfaction.</li></ul>
Requirements:
<ul><li>Bachelor&rsquo;s degree in Business Administration, Marketing, or related field.</li><li>
2+years of experience in Quality Assurance, Call Center Supervision, or Customer Service (preferred in sales-driven environments).</li><li>
Strong analytical and problem-solving skills.</li><li>
Excellent listening and evaluation skills.</li><li>
Ability to provide constructive feedback and coaching.</li><li>
Proficiency in Microsoft Excel, Google Sheets, or BI tools for analytics and reporting.</li><li>
Strong communication skills (both Arabic &amp; English).</li></ul></div>

Quality Assurance Specialist

HOF Immigration Services

Job OverviewWe are looking for a sharp, detail-oriented Call Quality Assurance Specialist to join our operations team. You will be the ears of the business &mdash; listening to calls, ensuring our team is following the right processes, and helping us continuously raise the bar on client communication.What You Will Do<ul><li>Monitor and evaluate recorded and live calls against HOF Migration's SOPs and internal quality manual</li><li>Score calls using a structured evaluation scorecard and maintain accurate records</li><li>Identify patterns, recurring errors, and compliance gaps across the team</li><li>Escalate calls involving serious breaches, incorrect advice, or unprofessional conduct</li><li>Provide clear, constructive written feedback to team leaders and HR</li><li>Prepare daily and weekly quality reports for management</li><li>Track and analyze performance metrics (conversion quality, CSAT, compliance adherence)</li><li>Ensure adherence to data privacy and client confidentiality standards</li></ul>Who We Are Looking For<ul><li>Bachelor&rsquo;s degree in Business, Communications, HR, or related field</li><li>2&ndash;4 years of experience in call quality assurance, call monitoring, or a customer service environment</li><li>Excellent written and verbal communication in English</li><li>Strong understanding of call center KPIs and QA frameworks</li><li>Excellent listening, auditing, and analytical skills</li><li>Comfortable working with MS Excel or Google Sheets for logging and reporting</li><li>Highly organized, objective, and able to work independently</li><li>Trustworthy and discreet when handling sensitive client information</li></ul>Working Hours: 11:00 AM &ndash; 8:00 PM (Monday-Saturday)Work Location: In person

Call Quality Assurance Specialist

ABIC

Job description:The Quality Assurance Executive assesses call quality to ensure that CSRs deliver their role in line with the company and client&rsquo;s quality values and methodology.Responsibilities<ul><li>Monitoring of Calls &ndash; 20-30 calls per day</li><li>Daily/weekly/monthly reports and other communication materials to highlight quality metric performance achievements and identify areas of opportunities</li><li>Input data pertinent to quality measurement database systems for capturing, analyzing, and providing timely and accurate reporting on call center performance.</li><li>Identify and report any required training issues to department management and trainers.</li><li>Take an active part in the evolution of the attribute document.</li><li>Identify changes that need to be made to our evaluation process.</li><li>Create scripting and resources for agents when requested or needed.</li><li>Provide in-depth comments on evaluations for manager coaching.</li><li>Follow up with issues identified to ensure they are resolved.</li><li>Contributes to QA scorecard evaluations used in monthly, quarterly, and annual performance reviews.</li></ul>Requirement&middot; Education: Should possess bachelor&rsquo;s degree (Intermediate may also apply).&middot; Experience: 02 to 03 years of relevant experience.&middot; Must have excellent communication skills (both written and spoken).&middot; Must be a team player.Job Type: Full-timePay: Rs60,000.00 - Rs80,000.00 per monthWork Location: In person

Quality Assurance Executive (Call Center)

Al-Futtaim

<div>Job Requisition ID: 177664
Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United A&rdquo;rab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group&rsquo;s entrepreneurship and relentless customer focus enables the organisation to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.
By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day. 


Overview of the role

We are seeking a motivated and detail-oriented UAE Nationals to join our Human Resources team on a part-time basis. This role is ideal for candidates looking to gain hands-on HR experience while supporting operations within HR Contact Center.

The HR Analyst in HR People Services is the primary contact for employee inquiries, managing the entire employee life cycle through various support channels such as the employee self-service portal, live chat, calls, emails, and walk-ins. This role is essential for providing high-quality and timely support by utilizing advanced customer service skills and a deep understanding of HR products, policies, and processes. The HR Analyst must be well-versed in the latest HR technologies and practices to ensure that all interactions are efficient, accurate, and aligned with the organization&rsquo;s commitment to exceptional employee experience. As a key member of the HR Shared Services team, the HR Analyst continuously adapts to evolving needs, driving innovation and excellence in employee support and service delivery. 


What you will do
<ul>
<li>Responsible for managing the digital customer experience, ensuring that all communications uphold the company's brand values and deliver a consistent and positive image. This includes crafting clear, concise, and professional communications across various digital channels, leveraging deep customer knowledge to offer personalized support, and maintaining comprehensive knowledge of HR products, policies, and processes.</li>
<li>People Advisor is expected to always adhere to and meet the service levels whilst maintaining pace with quality discipline. The role involves conducting basic to complex analysis, promptly resolving most inquiries and transactional requests, and routing cases requiring escalation using the support tool (i.e., Self-Service portal and case management tool).</li>
<li>The Analyst is also responsible for communicating resolutions to employees and performing courtesy calls during quiet periods to check customer details or seeking additional information.</li>
<li>Working in a highly data-sensitive environment, the People Advisor is responsible for protecting data privacy and adhering to confidentiality requirements to promote zero breaches of office security policy. The Advisor should ensure that data quality and accuracy are always met through the &lsquo;Right First Time&rsquo; practice.</li>
<li>Closely monitors WIP cases to ensure they do not exceed defined service levels and maximizes closure by ensuring 100% of &lsquo;How-To&rsquo; &amp; &lsquo;Request-Information&rsquo; requests are closed within 48 hours. The Analyst is expected to maintain up-to-date knowledge on policies, procedures, and FAQs, and to share the gained knowledge and experience.</li>
<li>They also contribute to building and updating the knowledge base with relevant information and solutions to facilitate faster issue resolution and improve the efficiency of future support interactions.</li>
<li>The HR Analyst jointly cultivates and contributes to a learning and knowledge-sharing culture through coaching, emails (Info Sharing), team meetings, or suggesting content to be updated in the FAQ list.</li>
<li>The role involves fostering strong teamwork and good working relationships between team members and other People Services Teams to ensure smooth request management flow. Additionally, the Analyst demonstrates a proactive personal commitment to the adoption of new processes and working practices and continuously strives to gain customer satisfaction, minimize complaints, and share compliments received to encourage others in the team to deliver expected service standards.</li></ul> 


Required Skills to be successful
<ul>
<li>Basic understanding of labor laws and compliance requirements relevant to government or corporate services.</li>
<li>Exceptional verbal and written communication skills with the ability to interact with diverse stakeholders.</li>
<li>Strong time-management skills and the ability to handle multiple tasks in a fast-paced setting.</li></ul> 


What equips you for the role
<ul>
<li>High School graduate or bachelor&rsquo;s degree in relevant HR field or related..</li>
<li>Microsoft Office and SAP SuccessFactors experience is and advantage.</li>
<li>Excellent level of spoken and written English &amp; Arabic.</li></ul> 
We&rsquo;re here to provide excellent service but a little help from you can ensure a five-star candidate experience from start to finish. 

Before you click &ldquo;apply&rdquo;: Please read the job description carefully to ensure you can confidently demonstrate why this opportunity is right for you and take the time to put together a well-crafted and personalised CV to further boost your visibility. Our global Talent Acquisition team members are all assigned to specific businesses to ensure that we make the best matches between talent and opportunities. We not only consider the requisite compatibility of skills and behaviours, but also how candidates align with our Values of Respect, Integrity, Collaboration, and Excellence. 

As part of our candidate experience promise, we also want to make ourselves available to you throughout the application process. We make every effort to review and respond to every application.</div>

UAE National

Sanford Barrows Group

<div>
 
 Data Analyst
 
 
 
 Digital &amp; Marketing Data Analyst
 
 
 
 
 
 
 
 Job Description:
 
 
 
 The
 
 Digital &amp; Marketing Data Analyst
 
 acts as a regional marketing analytics and insights role, supporting data‑driven decision making across the Central, South America, and Caribbean region.
 
 
 The role consolidates data and market signals from multiple sources, leads digital analytics and measurement, ensures the effective management of core digital platforms, and supports optimization efforts across channels and distributors. It is a hands‑on position focused on marketing measurement, insight generation, performance diagnostics, digital operations, and data‑driven recommendations.
 
 
 
 
 
 
 Responsibilities:
 
 
 <ul>
 <li>
 Support digital capability-building initiatives across CSA markets, including KPIs, measurement standards, and best practices.
 </li>
 <li>
 Act as the regional control hub for social listening and digital insights by collecting, synthesizing, and reporting data using Sprinklr and other intelligence tools.
 </li>
 <li>
 Utilize Google Analytics to track web performance, monitor KPIs, and identify user behavior patterns, funnel friction points, and improvement opportunities.
 </li>
 <li>
 Assist in developing and maintaining dashboards for KPI tracking across paid media, social media, and web performance.
 </li>
 <li>
 Conduct ongoing performance diagnostics across channels and markets to identify risks, inefficiencies, and growth opportunities, providing clear, data‑driven recommendations.
 </li>
 <li>
 Collaborate with markets and agencies to ensure high-quality digital execution, including tracking, tagging, and standardized reporting.
 </li>
 <li>
 Translate complex data into actionable insights to improve digital effectiveness, content performance, user experience, and overall marketing impact.
 </li>
 <li>
 Contribute to the continuous optimization of the regional digital ecosystem (web, analytics, tag management, paid media measurement, social listening tools).
 </li>
 <li>
 Ensure Brand Safety by proactively monitoring and analyzing the digital voice of the customer across all platforms.
 </li>
 <li>
 Manage and optimize search advertising (e.g., Google Ads, SA360) across CSA markets, including keyword strategy, bid management, budget allocation, and performance tracking to maximize ROI and conversion outcomes.
 </li>
 </ul>
 
 
 
 
 
 Digital &amp; Marketing Data Analyst
 
 will be part of the Brand &amp; Marketing department and report directly to the Head of Marketing. The
 
 Digital &amp; Marketing Data Analyst
 
 will also work closely with the Sales team, Product team, Customer Experience team and other cross-functional teams such as Planning, Channel management and Service departments.
 
 
 
 
 
 
 Requirements:
 
 
 <ul>
 <li>
 Bachelor's (Required)
 </li>
 <li>
 Digital Marketing, Data Analytics: 2~4 years (Preferred)
 </li>
 <li>
 English and Spanish (Preferred)
 </li>
 </ul>
 
 
 
 
 
 
 
 
 Supported Benefits
 
 
 <ul>
 <li>
 Auto allowance
 </li>
 <li>
 Meal allowance
 </li>
 <li>
 Work cell phone &amp; plan
 </li>
 <li>
 401(k)
 </li>
 <li>
 401(k) matching
 </li>
 <li>
 Dental insurance
 </li>
 <li>
 Health insurance
 </li>
 <li>
 Paid time off
 </li>
 <li>
 Vision insurance
 </li>
 </ul>
 
 
 
 
 
 Company does not provide visa sponsorship; applicants must be legally authorized to work in the United States.
 
 
 
 
 
 
 
 ** Only local candidates will be considered as there is no relocation assistance provided.
 
 
</div>

Data Analyst, Digital & Marketing

Anderson Immigration

Job Title: Lead Management RepresentativePosition Summary: The Lead Management Representative is an essential part of our client engagement team, responsible for managing inbound messages in both English and Spanish through Facebook and WhatsApp. This role focuses on filtering and qualifying leads, scheduling appointments with our Case Analyst team, and ensuring our calendars are consistently filled with quality prospects.Key Responsibilities:<ul><li>Monitor and respond to incoming messages on Facebook and WhatsApp in both English and Spanish, providing timely and professional communication.</li><li>Filter and qualify leads to schedule appointments only with serious and high-potential clients.</li><li>Fill calendars with strong leads and diligently filter out low-quality inquiries.</li><li>Coordinate closely with the Case Analyst team to ensure a smooth handoff of appointment details.</li><li>Monitor and report on conversion rates, providing feedback and suggestions for improvement.</li><li>Check and monitor Google Reviews during downtime; flag concerns and share positive reviews as appropriate.</li><li>Maintain accurate records of lead information and appointment details in the CRM or designated tracking system.</li><li>Consistently strive to keep Case Analyst calendars full with viable appointments.</li></ul>Requirements:<ul><li>Must be bilingual in English and Spanish (written and spoken).</li><li>Strong written communication skills with a professional tone in both languages.</li><li>Previous experience in lead management, customer service, or online messaging is preferred.</li><li>Highly organized, self-motivated, and detail-oriented.</li><li>Familiarity with Facebook Messenger, WhatsApp, and CRM software is a plus.</li></ul>Compensation: Starting pay is $11.00 per hour, with the potential for pay increase in a year based on work output and performance.Job Types: Full-time, Part-timePay: From $11.00 per hourBenefits:<ul><li>Flexible schedule</li><li>Paid time off</li></ul>Work Location: Hybrid remote in El Paso, TX 79901

Bilingual Lead Management Representative

RWJBarnabas Health

<div>Req #: 0000246230
 
Category: Information Technology and Systems / Clinical Informatics
 
Status: Full-Time
 
Shift: Day
 
Facility: RWJBarnabas Health Corporate Services
 
Department: IT&amp;S Service Applications
 
Pay Range: $26.25 - $37.07 per hour
 
<div><div>Location:
</div><div>95 Old Short Hills Road, West Orange, NJ 07052</div> 
</div> 
<div>Job Title: IT Support Analyst I
Location: SBC Corporation
Department Name: IT&amp;S Service Applications
Req #: 0000246230
Status: Hourly
Shift: Day
Pay Range: $26.25 - $37.07 per hour
Pay Transparency:
The above reflects the anticipated hourly wage range for this position if hired to work in New Jersey.
The compensation offered to the candidate selected for the position will depend on several factors, including the candidate's educational background, skills and professional experience.
Job Overview:
The IT Support Analyst I plays a key role in supporting and maintaining RWJBarnabas Health users, systems, and infrastructure. This position is responsible for coordinating, troubleshooting, and fulfilling incidents and service requests through established service management processes while adhering to all organizational policies and procedures,
The analyst must consistently represent the organization in a professional, positive, and enthusiastic manner by delivering exceptional customer service and supporting the company's mission and vision. 
Qualifications:
Bachelor&rsquo;s degree in computer science, Information Systems, Business Administration or related field preferred. Experience in healthcare field is helpful but not required. Industry certifications preferred (Microsoft, CompTIA, HDI).
At least 1-2 years of experience supporting large organizations in a customer support role.
Must have strong customer service and excellent communication skills.
Must have experience using ITSM tools such as ServiceNow, Remedy, Ivanti, etc. 
Responsibilities<ul><li>
Customer Support &amp; Issue Resolution</li><li>
Respond to customer issues and service requests submitted through the service portal and live chat within established timeframes and service-level expectations.</li></ul> 
<ul><li>
Provide first&acirc;&euro;&lsquo;level technical support for computer hardware, software, mobile devices, telecom, and basic networking issues.</li><li>
Prioritize and resolve problems by following established priority guidelines, ensuring all assignments are completed accurately, promptly, and within SLA commitments.</li><li>
Technical Troubleshooting &amp; Escalation</li><li>
Perform initial diagnosis, troubleshooting, and resolution of routine technical issues using documented procedures and knowledge articles.</li></ul> 
<ul><li>
Collaborate with senior analysts and cross&acirc;&euro;&lsquo;functional teams to escalate and resolve complex or high&acirc;&euro;&lsquo;impact technical problems.</li><li>
Maintain awareness of system changes, new technologies, and best practices to improve troubleshooting effectiveness.</li><li>
Documentation &amp; Ticket Management</li><li>
Document all customer interactions, including symptoms, troubleshooting steps, solutions, and recommendations, in the ITSM ticketing system.</li><li>
Provide timely updates on ticket status to ensure customers and team members remain informed throughout the resolution process.</li></ul> 
<ul><li>
Consistently meet key performance metrics such as ticket volume, SLA compliance, and mean time to resolve.</li></ul> 
<ul><li>
Compliance, Security, &amp; Quality Standards</li><li>
Ensure all support activities comply with company policies, procedures, and applicable security and privacy regulations.</li></ul> 
<ul><li>
Follow established workflows, escalation paths, and quality standards to maintain consistency and reliability in service delivery.</li></ul> 
<ul><li>
Protect sensitive information by adhering to data handling, access control, and confidentiality requirements.</li></ul> 
<ul><li>
 Collaboration, Professional Growth &amp; Additional Responsibilities</li><li>
Work closely with peers, senior analysts, and other IT teams to support shared goals and improve overall service quality.</li></ul> 
<ul><li>
Participate in ongoing training to stay current with system updates, organizational changes, and industry trends.</li></ul> 
<ul><li>
Perform additional duties and responsibilities as assigned by management to support departmental operations.</li></ul> 
Perform other duties as assigned 
Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. 
Benefits and Perks:
At RWJBarnabas Health, our market-competitive Total Rewards package provides comprehensive benefits and resources to support our employees&rsquo; physical, emotional, social, and financial health. 
<ul><li>
Paid Time Off (PTO)
</li><li>Medical and Prescription Drug Insurance</li><li>
Dental and Vision Insurance</li><li>
Retirement Plans</li><li>
Short &amp; Long Term Disability</li><li>
Life &amp; Accidental Death Insurance</li><li>
Tuition Reimbursement</li><li>
Health Care/Dependent Care Flexible Spending Accounts</li><li>
Wellness Programs</li><li>
Voluntary Benefits (e.g., Pet Insurance)</li><li>
Discounts Through our Partners such as NJ Devils, NJ PAC, Verizon, and more!</li></ul> 
Choosing RWJBarnabas Health! 
RWJBarnabas Health is the premier health care destination providing patient-centered,
high-quality academic medicine in a compassionate and equitable manner, while delivering
a best-in-class work experience to every member of the team. We honor and appreciate the privilege of creating and sustaining healthier communities, one person and one community at a time. As the leading academic health system in New Jersey, we advance innovative strategies in high-quality patient care, education, and research to address both the clinical and social determinants of health. 
RWJBarnabas Health aims to truly make a unique impact in local communities throughout New Jersey. From vastly improving the health of local residents to creating educational and career opportunities, this combination greatly benefits the state. We understand the growing and evolving needs of residents in New Jersey&mdash;whether that be enhancing the coordination for treating complex health conditions or improving community health through local programs and education. 
Equal Opportunity Employer 
#LI-KS1</div> 

 
RWJBarnabas Health is an Equal Opportunity Employer</div>

IT Support Analyst I

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