Overview
Quality Specialist Jobs in Dubai, UAE/Dubai at Tafaseel Group
About the Role:
Tafaseel BPO is hiring on behalf of a valued client for the position of Quality Specialist. We are looking for a highly skilled individual who will be responsible for evaluating, monitoring, and improving the quality of customer service interactions across various
communication
channels. The ideal candidate must be fluent in both Arabic and English, as they will be working with a
diverse
clientele and assessing
communication
in both languages.
The Quality Specialist will ensure that customer interactions align with the company’s service standards, provide feedback to agents, and implement strategies to improve overall service quality.
Note:
Priority will be given to candidates who are currently on a sponsored visa.
Key Responsibilities:
Conduct regular quality evaluations on customer service interactions (calls, emails, chat, etc.) in Arabic and English.
Monitor and assess agent performance in delivering consistent and high-quality service.
Provide constructive
feedback and coaching
to improve agent performance.
Develop and implement
quality assurance
strategies, focusing on service standards,
customer satisfaction
, and agent compliance.
Prepare detailed reports and analysis based on quality metrics to present to management.
Collaborate with training teams to develop materials and provide ongoing training based on quality results.
Stay updated on industry best practices and recommend process improvements.
Work closely with management and team leaders to identify areas of improvement and develop corrective action plans.
Handle customer complaints or escalations when necessary, ensuring timely and effective resolution.
Candidate Profile:
Proven experience in a
Quality Assurance
or Quality Specialist role, preferably in a call center or customer service environment.
Fluency in Arabic and English (written and spoken) is a must.
Strong
attention to detail
and excellent
analytical skills
.
Ability to assess and measure performance against established service standards.
Proficient in using quality monitoring tools and CRM software.
Strong interpersonal and
communication skills
, with the ability to provide clear, actionable feedback.
Ability to work independently and as part of a team in a
fast-paced environment
.
Familiarity with
quality assurance
methodologies and customer experience best practices.
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Title: Quality Specialist
Company: Tafaseel Group
Location: Dubai, UAE/Dubai
Category: Quality Assurance – QA/QC
