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qa analyst

Dollar Car Rental - AAA Group

Job SummaryThe Quality Assurance Executive is responsible for ensuring high service standards across all customer interactions. This role involves monitoring, evaluating, and improving customer service communications to ensure compliance with internal policies and operational procedures within the car rental industry.Key Responsibilities<ul><li>Monitor inbound/outbound calls, chats, and emails to ensure adherence to company standards, approved scripts, and compliance requirements.</li><li>Evaluate customer interactions for accuracy, compliance, and service quality.</li><li>Identify gaps in service delivery and provide actionable feedback.</li><li>Maintain records of QA assessments, call metrics, and trends.</li><li>Prepare weekly and monthly QA reports highlighting team performance and areas for improvement.</li><li>Collaborate with trainers and team leads to deliver targeted feedback to agents.</li><li>Support delivery of refresher training and coaching sessions.</li><li>Ensure compliance with procedures related to vehicle rentals, disputes, tolls, fines, insurance claims, and accident handling.</li><li>Identify recurring customer issues and coordinate with operations to implement corrective actions.</li><li>Recommend updates to scripts and service workflows to enhance customer satisfaction.</li><li>Contribute to ongoing QA strategy improvements based on industry practices and internal goals.</li></ul>Qualifications &amp; Skills<ul><li>Bachelor&rsquo;s degree in Business, Hospitality, Communications, or related field.</li><li>2&ndash;3 years of experience in quality assurance or customer service monitoring, preferably within car rental, logistics, travel, or hospitality sectors.</li><li>Strong understanding of customer service protocols and call center operations within the car rental context.</li><li>Excellent analytical, communication, and reporting skills.</li><li>Proven ability to coach and provide performance-based feedback.</li><li>Multilingual proficiency in English, Arabic, and Hindi is preferred.</li><li>Valid UAE driver&rsquo;s license required.</li></ul>Job Type: Full-timePay: AED5,000.00 - AED6,000.00 per monthExperience:<ul><li>QA Analyst (Call Center): 4 years (Required)</li></ul>

QA Analyst

QUICK PLUS FOR CORPORATE SERVICES PROVIDERS EST.

We are looking for a Quality Assurance Assistant to lead our Quality team and drive continuous improvement in customer experience.Job Description for Quality Assurance AssistantThe Assistant Manager &ndash; Quality Assurance is responsible for managing and improving the quality assurance function within the organisation. This includes overseeing QA staff, monitoring team performance, ensuring adherence to service standards, and contributing to customer satisfaction through process enhancements. The role requires strong leadership, analytical, and communication skills to drive quality initiatives and partner with training and operations for continuous improvement.Key Responsibilities:Team Leadership &amp; Supervision:Supervise QA Analysts and Executives, ensuring effective call evaluations, coaching, and feedback delivery.Call Quality Monitoring &amp; Evaluation:Oversee evaluation of live/recorded calls, ensuring scoring is fair, consistent, and in alignment with the organization&rsquo;s quality framework.Quality Calibration &amp; Standardization:Lead regular calibration sessions with QA, Operations, and Training teams to ensure alignment in scoring and expectations.Performance Reporting &amp; Analysis:Develop and review QA reports, dashboards, and KPIs to assess agent and campaign performance trends.Process &amp; Compliance Oversight:Ensure agents are adhering to company scripts, compliance regulations, and customer service standards.Training &amp; Development Support:Identify training gaps from QA findings and work closely with the Training Team to enhance onboarding and refreshers.Customer Experience Improvement:Analyze customer feedback and QA scores to recommend and implement strategies for improving the overall customer journey.Documentation &amp; SOP Maintenance:Update QA evaluation forms, scorecards, SOPs, and audit checklists in collaboration with the Quality Manager.Department Communication:Collaborate with Operations Managers, Team Leaders, and Trainers to resolve quality issues and align on improvement plans.Qualifications &amp; Skills:<ul><li>3&ndash;5 years of experience in Quality Assurance in the call center industry, with at least 1 year in a supervisory or assistant role.</li><li>Strong leadership and people management skills.</li><li>Proficient in QA tools, CRM systems, and MS Office (especially Excel and PowerPoint).</li><li>Excellent analytical and problem-solving abilities.</li><li>Strong verbal and written communication skills.</li><li>High attention to detail with a process-oriented mindset.</li></ul>Job Type: Full-timePay: AED4,500.00 - AED5,000.00 per monthApplication Question(s):<ul><li>Have you previously worked in a Call Center or Customer Service?</li></ul>Experience:<ul><li>Quality Assurance: 1 year (Required)</li></ul>

Quality Assurance Assistant

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 )

DP World

<div>
 
 To be able to understand and participate in writing the BRS, estimate the test plans and prepare and maintain (functional, nonfunctional and regression) test cases by working with the project team. The resource should be skilled in building automation test suites and experience in writing BDDs and TDDs and thereby ensure all procedures are in line with Dubai Trade Quality Standards.
 
 
 
 
 
 
 Key Responsibilities
 
 
 <ul>
 <li>
 Requirements Analysis &amp; Test Planning: Participate in requirements gathering activities in collaboration with business analysts and stakeholders to understand the software features and prepare comprehensive test plans.
 </li>
 <li>
 Manual Testing and Documentation: Document test cases and conduct manual and automation testing activities.
 </li>
 <li>
 Automation: Creation and Maintenance of Automation test suites to optimize the quality process.
 </li>
 <li>
 Performance testing: Creation and Maintenance of performance testing using JMeter tool.
 </li>
 <li>
 Creation of BDDs/TDDs scripts as part of script preparation and scenario identification activity.
 </li>
 <li>
 Defect Tracking &amp; Reporting: Administrate and maintain the defect tracking tool used during the project phase, document testing outcomes, and communicate defects and suggested corrections clearly with the development team.
 </li>
 <li>
 Collaboration &amp; Continuous Improvement: Collaborate with development, product, and business teams to resolve issues. Suggest improvements to processes and tools to enhance the testing workflow.
 </li>
 <li>
 API testing: creation and maintenance of test cases for validating API.
 </li>
 </ul>
 
 
 
 
 
 Technical Competencies
 
 
 <ul>
 <li>
 QA certification is preferred.
 </li>
 <li>
 Knowledge of defect tracking tools like Jira and service desk applications.
 </li>
 <li>
 Exposure to automation tools like Playwright, Selenium and JMeter.
 </li>
 <li>
 Exposure to API Testing tools like postman
 </li>
 <li>
 Basic understanding of web, mobile applications and APIs behavior.
 </li>
 </ul>
 
 
 
 
 
 Qualification and Experience
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in computer science, Information Technology or related field.
 </li>
 <li>
 5+ years of QA experience.
 </li>
 <li>
 Strong understanding of shipping, port, trade, logistics (supply chain) or freezone domain is a bonus.
 </li>
 </ul>
</div>

Quality Assurance Executive

AGMC

As a Quality Assurance Analyst within the CRM &amp; Contact Centre Department, you will ensure exceptional customer experience through effective quality control and assurance measures. Your role will involve overseeing and enhancing processes within the CRM and Contact Centre functions to uphold service excellence and customer satisfaction.Key Accountabilities<ul><li>Call Monitoring and Evaluation</li><li>Monitor and assess customer interactions (calls, emails, chats, etc.) to ensure they meet predefined quality standards.</li><li>Identify opportunities for improvement in communication, issue resolution, product knowledge, and process adherence.</li><li>Quality Assurance Reporting</li><li>Prepare and present detailed quality reports, including trends, agent performance metrics, and actionable insights.</li><li>Maintain accurate records of evaluations and feedback.</li><li>Feedback and Coaching</li><li>Provide constructive feedback to agents to enhance their performance and align with company standards.</li><li>Collaborate with team leaders and supervisors to address recurring quality issues.</li><li>Process Improvement</li><li>Work with operations and training teams to improve processes and enhance customer experience.</li><li>Recommend updates to scripts, workflows, and knowledge bases based on observed trends.</li><li>Compliance Monitoring</li><li>Ensure adherence to legal and regulatory requirements as well as internal policies.</li><li>Report any compliance breaches or risks to management promptly.</li><li>Training and Support</li><li>Support new hire training by identifying skill gaps and providing targeted feedback.</li><li>Assist in the development of training materials and quality guidelines.</li><li>Customer Experience Enhancement</li><li>Analyze customer feedback and satisfaction surveys to identify areas for improvement.</li><li>Suggest proactive solutions to enhance the overall customer experience.</li></ul>Key Performance Areas (KPAs)Key Performance Areas (KPAs) for a Quality Assurance Analyst outline the primary responsibilities and areas of focus for effective quality management. These KPAs help set expectations and guide performance assessments. Here are the key areas for a Quality Assurance Analyst:1- Calibration with the stakeholders.2- Handle and highlight the top failed attributes along with the repeated offenders.3- Conduct spot checks on the stakeholders to reduce the critical variance.4- Adhere to the monitoring sample size and accuracy.5- Deliver the audit feedback to the CRM team.6- Properly maintain clean reports with accurate and validated numbers and ensure it's being shared on time.Qualifications/Requirements<ul><li>Bachelor's degree in a relevant field.</li><li>In-depth knowledge of CRM systems, Contact Centre operations, and quality assurance methodologies.</li><li>Strong analytical and problem-solving skills.</li><li>Effective communication and interpersonal abilities.</li><li>Detail-oriented with a commitment to maintaining high-quality standards.</li><li>Familiarity with industry-specific regulations governing CRM and Contact Centre activities.</li></ul>Experience (Years of experience, Sector, Local /International)<ul><li>Proven experience in a Quality Assurance role within CRM and Contact Centre for more than 2 years</li></ul>Job Type: PermanentPay: Up to AED9,000.00 per monthApplication Question(s):<ul><li>Are you involved in Quality Assurance within a call centre? If yes, how many years?</li><li>Please list the languages you speak.</li><li>This role has a package of AED 9,500. Please mention your salary expectations.</li><li>Do you have a UAE Driver's License?</li><li>Do you speak Arabic?</li></ul>

Quality Assurance Specialist - Contact Center

Citi

<div>The AML Compliance Analyst is a developing professional role. Applies specialty area knowledge in monitoring, assessing, analyzing and/or evaluating processes and data. Identifies policy gaps and formulates policies. Interprets data and makes recommendations. Researches and interprets factual information. Identifies inconsistencies in data or results, defines business issues and formulates recommendations on policies, procedures or practices. Integrates established disciplinary knowledge within own specialty area with basic understanding of related industry practices. Good understanding of how the team interacts with others in accomplishing the objectives of the area. Develops working knowledge of industry practices and standards. Limited but direct impact on the business through the quality of the tasks/services provided. Impact of the job holder is restricted to own team. 
 
Responsibilities:<ul><li>
Enhance and implement of best -in-class AML Compliance policies and practices.</li><li>
Provide expert advice on AML Compliance policies to the AML/Financial Crime Support teams and the business.</li><li>
Perform AML Compliance quality and testing, evaluate process deficiencies, analyze control measures, enhance reporting capabilities and recommend corrective actions while satisfying regulatory and audit commitments. Further, assess and identify emerging risks and recommend / drive program enhancements.</li><li>
Identify and escalate unusual activity or cases that fail to meet Citi and line of business guidelines to appropriate management or business partners. Advise management on next steps.</li><li>
Create, develop and deliver relevant training to business and functional partners.</li><li>
Additional duties as assigned.</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>
Proficiency with MS office, verbal/written skills, analytical skills</li><li>
Consistently demonstrates clear and concise written and verbal communication skills</li><li>
Work collaboratively with regional and global partners in other functional units; ability to navigate a complex organization</li><li>
Knowledge of the laws applicable to money laundering, including the Bank Secrecy Act, The USA PATRIOT Act, US Treasury AML guidelines, OFAC requirements, and Suspicious Activity Reporting requirements Good project management and organizational skills and capability to handle multiple projects at one time Knowledge of AML requirements applicable to banks</li></ul>
Education:<ul><li>
Bachelor&rsquo;s/University degree or equivalent experience</li></ul>
-
Job Family Group:
Compliance
-
Job Family:
AML Core
-
Time Type:
Full time
-
Most Relevant Skills
Business Acumen, Credible Challenge, Laws and Regulations, Management Reporting, Policy and Procedure, Program Management, Referral and Escalation, Risk Controls and Monitors, Risk Identification and Assessment, Risk Remediation.
-
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>

Sr. AML Analyst - UAE Nationals Preferred

Al Warqa Survey Engineering

Role Overview:The LiDAR Analyst will be responsible for processing, analyzing, and delivering high-quality LiDAR data outputs for surveying and geospatial projects. This includes managing raw LiDAR datasets from mobile mapping, UAV, or terrestrial scanners, cleaning and classifying point clouds, generating accurate 2D/3D deliverables, and ensuring all outputs meet project specifications, timelines, and client standards.Key Responsibilities:<ul><li>Process LiDAR datasets from UAV, mobile mapping, and terrestrial platforms.</li><li>Perform point cloud classification, filtering, and feature extraction (ground, buildings, utilities, vegetation, etc.).</li><li>Generate DEMs, DTMs, DSMs, contours, cross-sections, and volumetric analysis.</li><li>Integrate LiDAR data with imagery, GIS, CAD, and BIM workflows.</li><li>QA/QC of LiDAR deliverables against project requirements and ground-truth data.</li><li>Automate workflows and optimize processing pipelines where possible.</li><li>Coordinate with survey managers, CAD/GIS teams, and project managers for seamless data flow and timely delivery.</li><li>Prepare final deliverables and reports for submission to clients.</li></ul>Requirements:<ul><li>3&ndash;6 years of proven experience in LiDAR data processing and analysis.</li><li>Proficiency in LiDAR processing software (TerraScan, Global Mapper, LAStools, CloudCompare, Leica Cyclone, etc.).</li><li>Strong knowledge of GIS (ArcGIS/QGIS), CAD (AutoCAD/MicroStation), and point cloud visualization tools.</li><li>Familiarity with UAV, mobile mapping, and terrestrial scanning workflows.</li><li>Attention to detail with strong analytical and problem-solving skills.</li><li>Ability to handle large datasets and deliver within tight deadlines.</li><li>Strong communication and team coordination skills.</li></ul>Job Type: Full-timePay: AED5,000.00 - AED8,000.00 per month

LiDAR Analyst

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