Overview
Quality Assurance Specialist Jobs in Dubai, United Arab Emirates at TP
Title: Quality Assurance Specialist
Company: TP
Location: Dubai, United Arab Emirates
Quality Assurance Analyst (Call Center)
As a Quality Assurance Analyst, you play a key role in ensuring exceptional customer experience by monitoring interactions, maintaining quality standards, and driving continuous improvement across the contact center
.
Key Responsibilities:
- Monitor customer interactions to ensure client and customer expectations are consistently met.
- Conduct daily internal quality audits in line with company quotas and standards
- Identify and escalate any suspicious or malicious behavior observed during monitoring
- Evaluate agent performance and adherence to quality policies, procedures, and compliance standards
- Deliver structured coaching and feedback sessions using internal QA frameworks
- Complete required observations and coaching per agent, aligned with client requirements and internal targets
- Provide actionable feedback and development plans through effective interpersonal communication
- Collect and analyze top call drivers to identify trends and improvement opportunities
- Develop and maintain reports (Excel-based) highlighting key insights, performance gaps, and recurring issues
- Participate in internal and external calibration sessions to ensure scoring consistency
- Monitor for inappropriate behaviors and trigger real-time alerts, ensuring immediate corrective action
- Collaborate closely with the ATAC Supervisor to share insights and contribute to strategic action plans that improve quality metric
- Deliver timely and constructive feedback to support agent development and performance improvement.
Qualifications:
- Minimum 2 years of experience in a call center environment as a QA Analyst.
- Strong analytical, communication, and coaching skills
- Proficiency in Microsoft Excel for reporting and data analysis
- Ability to identify trends and drive performance improvement initiatives
