Full 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