Lighthouse tech Jobs Careers 2023 : Quality Assurance / Inspection Coordinator Vacancy in Dubai UAE

Qualified candidates can share cv on whatsapp:+971 54 349 7208

As a Quality Analyst – Finding the company need and problems ,Call Auditing, your primary responsibility will be to assess the quality of customer service interactions and ensure adherence to company policies and procedures. You will be an integral part of the quality assurance team, supporting the improvement of customer service excellence through the evaluation and feedback of recorded calls. Your efforts will help maintain the highest level of customer satisfaction and improve the overall efficiency of call center operations.

Key Responsibilities:

• Call Evaluation: Listen to recorded customer service calls and evaluate them based on predefined quality parameters and performance metrics.
• Critical thinking: Deep research involves thinking critically about the information gathered .
• Compliance Check: Ensure that call center agents adhere to established company guidelines, protocols, and industry regulations during interactions with customers.
• Reporting: Prepare detailed reports on call quality, agent performance, and identified areas for improvement. Present these reports to relevant stakeholders, including team leaders and management.
• Calibration Sessions: Participate in calibration sessions with other quality analysts to ensure consistency and accuracy in call evaluations.
• Training Support: Collaborate with training teams to identify specific training needs based on evaluation results and participate in the development of training materials.
• Process Improvement: Identify trends, recurring issues, and opportunities for process improvement in call handling procedures and customer service protocols.
• Quality Standards: Stay updated on industry best practices and trends in customer service to maintain and enhance the quality assurance program.
• Continuous Learning: Engage in ongoing professional development to improve auditing techniques and knowledge of the products/services offered.

Qualifications and Skills:

• Bachelor’s degree /MBA or equivalent work experience in a related field.
• Proven experience in call center operations or customer service.
• Strong communication and interpersonal skills.
• Analytical mindset with a keen eye for detail.
• Familiarity with call center software and quality monitoring tools.
• Ability to provide objective and constructive feedback to agents.
• Proficient in generating reports and presenting data.
• Excellent time management and organizational abilities.
• A commitment to maintaining high-quality standards and continuous improvement.

Preferred Qualifications:

• Previous experience as a quality analyst or call auditor.
• Knowledge of customer experience best practices.
• Good knowledge about the product IGAMING

Good Luck!

Job Type: Full-time

Salary: From AED6,000.00 per month

Ability to commute/relocate:

• Dubai Silicon Oasis: Reliably commute or planning to relocate before starting work (Required)