Quality Analyst

- Call Monitoring (remote or side-by-side)
- Conduct QA briefings for all operational staff working in the Process
- Carry out trend analysis for top errors and advisor level analysis
- Ensure adherence to Quality SLAs
- Performing random disposition audits for calls taken by agents
- Sharing of feedback with CSR on a timely basis.
- Conducting performance evaluations and focus group with operational staff and documenting of feedback provided to reduce error rate.
- Preparation of call monitoring data & related internal reports
- Report performance of agents and statistics through daily and weekly reports submitted to the Manager.

Requirements

- Arabic Speaker with very good English is a MUST
- 1-3 years of experience in Contact Center Quality Assurance
- Ability to adapt to change and work in a fast-paced environment
- Production and accuracy-oriented with flexibility to business needs.

*** تقدم على الرابط التالي : Apply on the following link ***
https://www.naukrigulf.com/quality-analyst-jobs-in-dubai-uae-in-teleperformance-3-to-6-years-jid-310819000017