Job Description

We are looking for a

Quality Assurance Officer

to join our Call Center team in Dubai. The role focuses on monitoring call quality, evaluating agent performance, and supporting continuous improvement through coaching, reporting, and quality standards implementation.

Key Responsibilities

Monitor and evaluate customer interactions (calls/chats) based on

call center quality parameters and accuracy-focused evaluation matrices

. Ensure compliance with company policies, procedures, and service standards. Conduct

QA coaching and performance feedback sessions

for agents. Support the preparation of

daily, weekly, and monthly QA reports

. Identify performance gaps and assist in defining

corrective actions and improvement plans

. Collaborate with Operations and Training teams to enhance service quality. Maintain QA documentation, scorecards, reports, and quality-related records. Use QA tools, CRM systems, and ticketing platforms to track and report quality performance.

Requirements

Minimum 1+ year experience

in Quality Assurance within a

Call Center / Customer Service environment

. Overall experience in the call center industry is required.

Arabic speaker with fluent English (spoken & written) - Mandatory

. Good understanding of:Call center quality parameters, Call evaluation matrices based on accuracy, Customer service KPIs and metrics Experience in QA tools, CRM systems, and ticketing platforms. Knowledge of

coaching techniques and performance improvement

(an advantage). Ability to support

action plans for quality improvement

. Proficient in MS Office (Excel, Word, PowerPoint). Strong attention to detail, communication, and analytical skills. Bachelor's degree is an advantage.
Job Type: Full-time

Pay: AED3,500.00 - AED4,500.00 per month

Application Question(s):

Which QA evaluation tools, CRM platforms, or ticketing systems have you used? What is your current notice period or availability? What is your expected monthly salary? Have you conducted QA coaching or performance feedback sessions? Do you have experience preparing QA reports (daily/weekly/monthly)?
Experience:

Quality Assurance in a call center environment: 1 year (Required) Overall call center/customer service : 1 year (Required)
Work Location: In person