Overview
Senior Quality Evaluator Jobs in Dubai, UAE/Dubai at Minacs
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Job Title:
Senior Quality Evaluator
Job Description
The Sr Quality Evaluator is responsible for monitoring and evaluating inbound and/or outbound calls and other customer contact methods (e.g., email, chat) for accuracy and adherence to established quality standards. This position involves assessing quality standards, providing insights to improve program performance, and ensuring
customer satisfaction
.
Tasks and Responsibilities:
Monitor, evaluate, and/or audit a sample of inbound and/or outbound calls and other contact methods including chat and email.
Meet departmental productivity requirements (e.g., number of calls monitored per month, emails evaluated) and report evaluation results to relevant stakeholders (Quality
Leadership
, Delivery Team, Client, Account Management, Resource Unit).
Participate in calibration and call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practices.
Conduct internal quality audits to improve contact quality and recommend process improvements.
Maintain a strong understanding of program details, client products, services, and strategies.
Engage in quality task forces with business stakeholders and stay current on programs.
Assist in maintaining forms and documentation standards.
Support management in reviewing key metrics, operational processes, and training initiatives to meet performance goals.
Candidate Profile:
Associate’s Degree in a related field from a four-year college or university, with 3-5 years of relevant experience preferred.
Strong
attention to detail
and accuracy.
Self-motivated with a sense of urgency and ability to work under pressure.
Ability to multitask and meet deadlines.
Proficient in Microsoft Office suite.
Excellent written and verbal
communication skills
in English and Arabic.
Minimum of 12 months’ experience in Quality management within a call center environment.
UAE residency or willingness to relocate on short notice.
Location:
ARE Dubai – Property# BCB2 515, Dubai Commer City
Language Requirements:
Time Type:
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Title: Senior Quality Evaluator
Company: Minacs
Location: Dubai, UAE/Dubai
Category: Quality Assurance – QA/QC
