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The role focuses on monitoring calls and chats, evaluating agent performance, and supporting service quality improvement through feedback and reporting.
This position is suitable for candidates with call center experience and strong attention to detail.
Key Responsibilities
Monitor and evaluate customer calls and chats
Review agent performance based on quality standards
Ensure compliance with company policies and procedures
Provide feedback and basic coaching to agents
Prepare daily, weekly, and monthly QA reports
Identify performance gaps and support improvement actions
Coordinate with Operations and Training teams
Maintain QA records, scorecards, and reports
Use QA tools, CRM systems, and ticketing platforms
Requirements
Minimum
1 year experience
in QA or Call Center / Customer Service
Arabic speaker OR Hindi speaker - Mandatory
Fluent English (spoken & written) - Mandatory
Basic knowledge of call center quality standards and KPIs
Experience with CRM systems or ticketing tools
Good communication and analytical skills
Proficient in MS Office (Excel, Word)
Bachelor's degree is an advantage
Job Type: Full-time
Pay: AED3,500.00 - AED4,500.00 per month
Application Question(s):
Which QA tools, CRM platforms, or ticketing systems have you used?
What is your current notice period or availability?
What is your expected monthly salary?
Do you have experience in QA coaching or performance feedback?
* Have you prepared QA reports (daily / weekly / monthly)?
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