Job Description

Roles & Responsibilities

Call Quality Assurance Analyst is responsible for assessing the quality of the performance of our Telesales associates who deal with our existing and potential clients/customers. Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email. Participates in calibration sessions/call listening sessions with Call Quality Leadership staff, Operations, 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. Stay current on industry trends and advancements in call quality assurance to recommend and implement best practices. Participate in call quality management reviews and provide valuable insights and recommendations for continuous improvement.

Requirements:

Minimum 1+ years of experience in a call quality analyst role. Strong knowledge of call quality assurance methodologies, tools, and best practices. Excellent analytical and problem-solving skills.
Job Type: Full-time

Pay: AED8,000.00 per month

Application Question(s):

How much salary you are looking for (In AED) ? Where are you from ?? * How many years of Call Quality Analyst experience you have in Dubai ?