Quality Analyst (Bilinguals) Jobs in Dubai - 2742717

Job Description

Provide soft skills, quality and other related trainings to staff
Participates in designing of call monitoring formats and quality standards
Performs call monitoring and provides trend data to site management team
Uses quality monitoring data management system to compile and track performance at team and individual level
Provide improvement plans in quality scoring through regular coaching and feedback sessions to the agents, Team Leaders and Accounts Managers
To liaise with Managers on a daily basis to ensure full understanding of Quality issues and to coach them to deliver better quality results
Participates in customer and client listening programs to identify clientcustomer needs and expectations
Provides actionable data to various internal support groups as needed
Coordinates and facilitates call calibration sessions for call center staff and constantly evaluate the service experience and create a common understanding
Provides feedback to call center team leaders and managers
Prepares and analyzes internal and external quality reports for management staff review and highlight specific areas needing attention (with suggested improvements)