Quality Analyst - Contact Center (Bilingual English/Arabic)

Job Overview

As a Quality Analyst in the Contact Center, you will be responsible for implementing the daily Quality Assurance program, assessing customer interactions across channels such as calls, email, chat, and social media. Your evaluations will benchmark advisor performance against company standards using a scorecard, focusing on demeanor, technical accuracy, compliance with policies, and regulatory standards.

Key Responsibilities

• Monitor and assess a representative sample of inbound and outbound communications through calls, chat, and email.
• Report evaluation outcomes to Quality Leadership, Operations, Client teams, and other stakeholders.
• Engage in calibration sessions with quality and operational teams to maintain consistent scoring and best practices.
• Conduct periodic internal quality audits aimed at process improvement and recommend enhancements.
• Maintain up-to-date knowledge of client products, services, and program strategies.
• Suggest improvements in training, processes, and customer journey to boost satisfaction and reduce customer effort.
• Meet departmental targets for call and email evaluation volume.
• Generate reports on service quality trends and deviations for departmental review.

Candidate Profile

• Minimum 2 years of experience in contact center environments, including at least 1 year as a quality reviewer handling call monitoring and feedback, preferably within inbound voice programs in real estate or travel sectors.
• Fluency in both English and Arabic, with proficiency in reading, writing, listening, and speaking in both languages.
• Excellent customer service skills with strong communication and interpersonal abilities.
• Graduate degree preferred; relevant experience may compensate for educational qualifications.
• Passionate about managing all aspects of quality, including training, customer interactions, communication, workflow, reporting, SLAs, coaching, and performance evaluations.
• Flexible to work various schedules including nights, days, weekends, and able to cover as backup for other analysts.
• Empathetic approach towards customers and colleagues.
• Strong curiosity and commitment to understanding underlying issues and driving improvements.
• Comfortable using technology including computers, software, and phone systems.
• Capable of working efficiently both independently and remotely within a team environment.

Additional Information

• Applicants must currently reside in the UAE and be available to join immediately.

Disclaimer

This description is intended to outline the fundamental nature of the job and does not cover every responsibility or skill that might be required.

Concentrix is an equal opportunity employer committed to diversity and inclusion regardless of legally protected characteristics.