Overview
Call Quality Analyst Jobs in Dubai, UAE/Dubai at GFWS Technologies
Job Description
Â
• Call
Quality Assurance
Analyst is responsible for assessing the quality of the performance of our call center associates who deal with our existing and potential customers.
• Monitors, evaluates and/or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email.
• Participates in calibration sessions/call listening sessions with Call Quality
Leadership
staff, Operations, Program Management and clients to ensure scoring consistency and best practices.
• Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes.
• Maintains strong program knowledge base; basic understanding of client products, services and/or program strategies.
• Makes recommendations for enhancements to training, processes or other areas to improve performance, remove customer effort and enhance the overall employee and customer experience.
• Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.).
• Prepare reports capturing service quality trends and variances for the team/department.
• Investigate customer complaints and non-conforming products to root cause analysis and implement corrective actions.
• Stay current on industry trends and advancements in call
quality assurance
to recommend and implement best practices.
• Participate in call quality management reviews and provide valuable insights and recommendations for
continuous improvement
.
Desired Candidate Profile
  Requirements: Â
• Minimum 2+ years of experience in a call quality analyst role.
• Strong knowledge of call
quality assurance
methodologies, tools, and best practices.
• Excellent analytical and
problem-solving skills
. #J-18808-Ljbffr
Title: Call Quality Analyst
Company: GFWS Technologies
Location: Dubai, UAE/Dubai
Category: Quality Assurance – QA/QC
