Quality Assurance, Audit & Training Executive

Sharjah, United Arab Emirates

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Job Description

Our client is a dynamic organization committed to excellence in customer service and performance. If you have a passion for quality assurance and training, along with experience in call centre operations, we want to hear from you.

Responsibilities:

Monitor and assess calls and chats for compliance with protocols and quality parameters.
Design, approve, and evaluate training programs and materials for internal teams.
Conduct Training Needs Analysis and develop quarterly/annual training plans.
Provide training and feedback to team leaders and employees.
Coordinate with marketing operations to ensure KPIs are met.
Identify areas of development and underperformance and take corrective actions.
Support performance management systems to enhance marketing performance.
Prepare and analyse quality reports through CRM.
Manage performance reviews and comments for QA team members.

Requirements:

Bachelor\'s degree in any related field.
Minimum 3 years of experience in contact centre, banking, or governance roles.
Strong communication skills in English; Arabic proficiency is an advantage.
Experience in Customer Relationship Management (CRM) and Quality Assurance.
Trainer the trainer certification is a plus.
Strong verbal and written communication skills.
Customer service-oriented with problem-solving abilities.
Detail-oriented with analytical and logical reasoning skills.

Take your career to the next level and contribute to a commitment for excellence. If you possess the skills and experience required for this role, apply now.

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