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

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Concentrix

1mo ago

  • Job
    Full-time
    Junior Level
  • Customer Relations
  • Dubai
    Remote

AI generated summary

  • You must be available in the UAE, bilingual in English and Arabic, have 2+ years in a contact center with at least 1 year as a quality reviewer, and be flexible with working hours.
  • You will monitor and evaluate calls, chat, and emails, report results, participate in calibration sessions, conduct internal audits, enhance training, and track service quality trends.

Requirements

  • CURRENTLY AVAILABLE IN THE UAE.
  • CAN JOIN IMMEDIATELY.
  • 2+ years’ 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.
  • A bilingual fluent English and Arabic speaker (ability to write, listen and speak needed).
  • Strong Communication and Interpersonal skills.
  • Graduate preferred in any stream and above. A combination of education and experience may be substituted and/or considered in lieu of the bachelor’s degree.
  • Passion for management and review of all quality issues to include training, customer service, communication, workflow, reporting, SLA’s, coaching, appraisals, etc.
  • Flexible to work in any schedule, nights, days and weekends with varying shifts or when covering another Quality Analyst as back-up.
  • Empathetic approach and mindset.
  • Genuine curiosity and desire to understand and to know why.
  • Proficiency with technology, especially computers, software applications, and phone systems.
  • Comfortable in working with individuals and team/s remotely.

Responsibilities

  • Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email.
  • Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners).
  • Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices.
  • 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.
  • Maintains strong program knowledge base; basic understanding of client products, services and/or program strategies.
  • Makes recommendations for enhancements to training, processes or other areas to improve performance, removes customer effort and enhance the overall employees’ and customers’ experience.
  • Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.).
  • Prepare reports capturing service quality trends and variances for the team / department.

FAQs

What languages are required for this position?

The position requires fluency in both English and Arabic.

What is the minimum experience required for this job?

A minimum of 2 years of experience in a contact center environment is required, with at least 1 year as a Quality reviewer.

Is immediacy in joining essential for applicants?

Yes, candidates must be currently available in the UAE and can join immediately.

What are the core responsibilities of a Quality Analyst in this role?

The core responsibilities include monitoring and evaluating calls, reporting results to stakeholders, conducting calibration sessions, participating in internal quality audits, and making recommendations for process enhancements.

What educational qualifications are preferred for this role?

A graduate degree in any stream is preferred, but a combination of education and experience may also be considered in lieu of a bachelor’s degree.

What kinds of schedules can a Quality Analyst expect to work?

Applicants should be flexible to work in varying schedules, including nights, days, and weekends.

What skills are emphasized in this job description?

Strong communication and interpersonal skills, proficiency with technology, an empathetic approach, and the ability to listen intently and contribute to solutions are emphasized.

Will the Quality Analyst ever take customer service calls?

Yes, the Quality Analyst may also perform as a Customer Service Advisor and take or make customer service calls.

Does this position offer opportunities for professional development?

Yes, the role may involve mentoring other advisors and participation in coaching and training activities.

Is experience in a specific sector preferred for this role?

Yes, experience in real estate or the travel sector is preferred for this position.

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Concentrix

Consulting
Industry
10,001+
Employees

Mission & Purpose

We’re Concentrix. A global technology and services leader that powers the world’s best brands, today and into the future. We’re human-centered, tech-powered, intelligence-fueled. Every day we design, build, and run fully integrated, end-to-end solutions at speed and scale across the entire enterprise.