Full job description

Job Description

We are looking for a Quality Assurance Officer to join our Call Center team in Dubai.
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