About the Role:
We are seeking a detail-oriented Quality Analyst to join our team in Dubai. In this role, you will conduct call audits, coach customer service agents, and produce insightful reports to drive continuous improvement and ensure adherence to quality standards.
Responsibilities:
Conduct systematic call audits to assess compliance with quality standards and identify improvement areas
Provide one-on-one coaching and feedback to customer service agents to enhance performance
Develop and maintain weekly and monthly quality performance and trend reports
Identify root causes of quality issues and collaborate with stakeholders to implement corrective actions
Monitor key performance indicators (KPIs) and track progress against quality targets
Collaborate with operations and training teams to design and execute quality improvement initiatives
Required Qualifications:
2–6 years of experience in quality analysis or a similar role within a contact center environment
Proven technical expertise in call auditing methodologies and QA best practices
Strong non-technical coaching, feedback, and interpersonal skills
Advanced proficiency in data analysis and reporting tools (e.g., Excel, BI software)
Excellent written and verbal communication skills in English
High attention to detail with the ability to manage multiple priorities in a fast-paced environment
Preferred Qualifications:
Experience working in Dubai or familiarity with the UAE customer service landscape
Certifications in quality management or call center QA (e.g., Six Sigma, QAI)
Experience with QA and workforce management software (e.g., NICE, Verint, Genesys)
Basic knowledge of regulatory compliance standards in telecommunications or banking sectors
