23 November 2017

Quality Assurance Officer Contact Center Vacancy in Dubai

This job vacancy is in Sharjah, UAE for a bank on outsourced payrolls.

Job Summary

Responsible for executing the daily requirements of the Quality Assurance program for the Contact Center of the Bank.
Completes evaluations and is responsible for providing documenting, creating reports and providing feedback for coaching of agents, leads, and supervisors.
Responsible for evaluating customer interactions against quality standards, summarizing details into formal and ad hoc reports, communicating results to agents, staff and management.
Assist with research requests.
Participate in the department’s training and development program through various forms of both personal and written communication.
Participate in process documentation, process analysis and defining process requirements for both existing and new processes both within and outside of the Customer Care organization.
Responsibilities and Duties

Principal Accountabilities:

• Completes multiple evaluations of monitored calls on each team member monthly.

• Researches accounts to determine if proper procedures are followed.

• Provides results to agents, staff and management to allow them to deliver coaching and training to agents and leads.

• Tracks and monitors the department’s quality trends.

• Assists with research and documentation related to process issues, customer service and inter- / intra-departmental issues.

• Makes coaching and training recommendations that will address identified quality issues.

• Ad hoc duties as assigned.

• Regular attendance required, working at the worksite during regular and/or assigned business hours.

Qualifications and Skills


3+ years of Quality Assurance experience in the areas of training and / or call quality required (Banking / Financial services contact center preferred)
Excellent written and verbal communication skills and ability to communicate on every level
Proven ability to work independently
Demonstrated ability to provide constructive feedback and call coaching
Proven ability to implement process change.
Experience with process optimization.
Ability to accurately identify defects / issues, working effectively with development and analytical team members to resolve and/or escalate in a timely fashion

If you or any of your friends or colleagues would be interested in pursuing an opportunity, kindly send us your updated CV with "Quality Assurance Officer - Contact Center" in the subject line to outsourceassociated at gmail dot com with the below details.

Reason for change : Elaborate please
Current Remuneration : Salary + benefits in AED
Expected remuneration : Salary + benefits in AED
Notice period : Immediate / 1 - 3 months
Current visa status : Husband / Visa / Others
UAE Driving license : Yes / No
Education degree attested : Yes / No
Nationality :


Due to high volume of CV's being received by us, only shortlisted candidates will be contacted.

Profiles not matching requirements of this role would not work + we do not have the time to forward them to relevant people.

If you are not looking for change you may want to refer someone.

Thank you and all the best in your career endeavors!


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