Quality Analyst – Contact Center (Emirati National)

The Quality Analyst will be responsible for auditing and evaluating the "Elite Customer Service" teams interactions. Your goal is to ensure that every phone call and digital interaction meets our high standards of professionalism accuracy and empathy. You will turn data into actionable insights to help the team improve.

• Call Monitoring: Perform regular silent monitoring and "call listening" sessions to evaluate communication style tone and accuracy of information provided.
  
• Scoring & Evaluation: Use a standardized Quality Scorecard to grade interactions across phone email and live chat.
  
• Feedback & Coaching: Conduct one-on-one feedback sessions with Customer Service agents to discuss performance celebrate wins and identify areas for improvement.
  
• Trend Analysis: Identify common customer pain points or recurring service gaps and report them to the Operations Team Leader.
  
• Calibration: Lead "calibration sessions" with management to ensure everyone is aligned on what defines "Elite" service.
  
• Compliance: Ensure all calls follow UAE data privacy regulations and internal company policies.
  
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• Total Experience: 23 years in a Customer Service environment.
  
• Specialized Experience: At least 1 year specifically dedicated to Call Quality Monitoring or Quality Assurance (QA).
  
• Education: Bachelors Degree in Business Quality Management or a related field (required for NAFIS Salary Support Scheme).
  
• Nationality: Must be a UAE National with a valid Family Book.
  

• Analytical Mindset: Strong ability to analyze data identify trends and translate findings into actionable insights.
  
• Attention to Detail: Exceptional focus on accuracy and consistency in evaluation and documentation.
  
• Communication Skills: Fluent in Arabic and English (written and spoken) with the ability to deliver feedback tactfully and professionally.
  
• Objectivity & Fairness: Impartial judgment and adherence to standardized evaluation criteria.
  
• Customer-Centric Perspective: Deep understanding of what constitutes excellent customer service.
  

• Proficiency with quality monitoring platforms and recording systems.
  
• Advanced skills in Microsoft Excel (pivot tables charts formulas) and PowerPoint for reporting.
  
• Experience with CRM systems and help desk software.
  
• Familiarity with basic data analysis concepts.
  

• Competitive salary between AED 12000 AED 15000
  
• Additional benefits and support through NAFIS
  
• Professional work environment in Dubai Outsource City
  
• Opportunities for career growth and skill development
  
• Exposure to a major employer with strong service excellence standards