Quality Assurance Analyst

About
ROLE PURPOSE: To manage the real-time day-to-day quality operations of the call center ensuring optimum efficiency, highlighting any potential risk that may affect the Service Levels, provide support on enquiries from the floor, and resolving the queries.

Location
United Arab Emirates

Key Responsibilities

• Monitor agent and support team interaction with customers within the contact center (Calls, Email & Chat) across all campaigns and channels, ensuring compliance with the rules and regulations set by the company and adherence to quality guidelines.
• Highlight any potential risks related to quality to Line Managers based on monitoring results.
• When required, log in and answer calls as needed.
• Ensure that agents are treated fairly and handle any people-related issues professionally, escalating as necessary.
• Engage continuously with agents, providing support and guidance when required, and lead by example.
• Adhere to assigned shift schedules.
• Ensure strict adherence to call monitoring guidelines and deliver high-quality coaching for improved results.
• Collaborate closely with Training on any improvement initiatives.
• Identify process improvement opportunities from monitored calls.
• Comply with key operational controls relating to the end-to-end call monitoring process as outlined in the company’s Call Center Operational policies and procedures.

Requirements

• Excellent oral and written communication skills.
• Strong interpersonal skills with the ability to influence decisions.
• High attention to detail and accuracy.
• Sound knowledge of banking procedures and processes.
• Passion for service with exceptional listening and analytical skills.
• Knowledge of MS Office applications is an added advantage.
• At least 2 years of experience in a similar role is preferred.
• Previous experience as a Call Center Agent is an advantage.
• Familiarity with quality measurement metrics associated with call centers is beneficial.

Expected Outcomes

• Consistent achievement of contact center quality-related SLAs (CSAT, Mystery Shopper, Call Monitoring).
• Achieving a score of 90% in the Mystery Shopper Survey.
• Reduced errors as a result of effective coaching.