Quality Analyst - Contact Center ( Bilingual - English/ Arabic )

Concentrix

Dubai, United Arab Emirates
Fully remote
Contact center quality monitoring
Evaluate customer interactions
Bilingual english arabic fluency
Execute daily requirements of the Quality Assurance program for the Contact Center by evaluating customer interactions against company standards

Job Summary

  • Execute daily requirements of the Quality Assurance program for the Contact Center by evaluating customer interactions against company standards.
  • Utilize a quality monitoring system to compile performance data, provide actionable feedback, and participate in calibration sessions.
  • Make recommendations for enhancements to training and processes to improve performance and customer experience.

Matching Summary

Execute daily requirements of the Quality Assurance program for the Contact Center by evaluating customer interactions against company standards.

Skills & Requirements

Must-have

  • Contact center quality monitoring
  • Evaluate customer interactions
  • Bilingual English Arabic fluency
  • Process and compliance driven
  • Quality monitoring system usage

Nice-to-have

  • Empathetic approach and mindset
  • Genuine curiosity and desire to understand
  • Passion for quality management

Key Requirements

  • 2+ years contact center experience
  • 1+ year Quality reviewer experience
  • Graduate degree or equivalent experience
  • Currently available in the UAE

Work Rights

Currently available in the UAE

Tailored Resume

Cover Letter