- Experience
- 2+ yrs
- Salary
- —
- Openings
- 1
- Posted
- 2 weeks ago
- Work mode
- In office
- Eligibility
- Candidates with at least 2 years of call center QA experience and the required analytical, communication, coaching, and Excel skills may apply.
- Resume
- Required to apply
Where you'll work
Job description
Role overview
We are looking for a Quality Assurance Analyst for a call center environment in Dubai, United Arab Emirates. The role centers on safeguarding customer experience by reviewing interactions, checking compliance with quality expectations, and supporting ongoing improvements across the contact center.
What you'll do
- Review customer conversations and interactions to confirm that both client and customer expectations are being met consistently.
- Carry out daily internal quality checks in accordance with company standards and assigned quotas.
- Spot and report any questionable or harmful behavior noticed during monitoring.
- Assess agent output against quality rules, process requirements, and compliance expectations.
- Conduct structured coaching and feedback discussions using the internal QA process.
- Complete the required number of observations and coaching sessions for each agent, aligned with client needs and internal targets.
- Share clear, practical feedback and growth plans through strong interpersonal communication.
- Review top call drivers and analyze them to uncover patterns and improvement areas.
- Build and maintain Excel-based reports that summarize insights, performance gaps, and repeated issues.
- Take part in internal and external calibration meetings to keep scoring aligned and consistent.
- Watch for inappropriate actions and raise real-time alerts so corrective steps can be taken immediately.
- Work closely with the ATAC Supervisor to exchange findings and help shape action plans that improve quality metrics.
- Provide prompt, constructive feedback that supports agent development and performance gains.
Requirements
- At least 2 years of experience in a call center QA role.
- Strong skills in analysis, communication, and coaching.
- Good working knowledge of Microsoft Excel for reporting and data review.
- Ability to identify patterns, interpret trends, and support performance improvement efforts.
Additional information
This is a full-time, onsite position based in Dubai, United Arab Emirates. No stipend or salary details were provided.