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https://apply.concentrix.com/global/en/job/CONCGLOBALR1499714EXTERNALENGLOBAL/Quality-Analyst-Contact-Center-Bilingual-Englis...
Submission: On May 24 via manual from US — Scanned from DE
Submission: On May 24 via manual from US — Scanned from DE
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QUALITY ANALYST - CONTACT CENTER ( BILINGUAL - ENGLISH/ ARABIC )
Location ARE Dubai - Property# BCB2 515, Dubai CommerCity United Arab Emirates
Category Training & Quality Job Id R1499714 Posted Date 05/17/2024 External
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JOB DESCRIPTION
Job Title:
Quality Analyst - Contact Center ( Bilingual - English/ Arabic )
Job Description
PREFERRED CANDIDATE QUALIFICATIONS –
· CURRENTLY AVAILABLE IN THE UAE.
· CAN JOIN IMMEDIATELY.
As a Quality Analyst, you have to execute the daily requirements of the Quality
Assurance program for the Contact Center. You will evaluate a customers’
experience as they interact with your customer service advisors through inbound
and outbound calls, email, chat, and social media responses. As they do, you
compare it against the Company’s standards of performance —a Scorecard. This may
include assessing Advisors’ demeanor, technical accuracy, customer service
performance, and conformity to company policies/procedures and regulatory
guidelines. You would use a quality monitoring system to compile and track
performance and provides actionable data and feedback to call center advisors,
coaches and managers as well as to various internal support groups, as
requested. You may be called upon to deliver effective coaching to contact
center advisors, are expected to participate in call calibration sessions on an
ongoing basis and have a pivotal role to play in call center QA and training.
Without your expertise, the management team may not understand where it’s going
wrong and struggle to achieve the level of service to which it has agreed with
the client.
You may also be called upon to perform as a Customer Service Advisor and may
take or make customer service calls, mentor other Customer service advisors and
model live call behaviors and skills.
ESSENTIAL FUNCTIONS / CORE RESPONSIBILITIES
* Monitors, evaluates and / or audits a sampling of inbound and/or outbound
calls and other contact methods including chat and email.
* Reports results of evaluations to appropriate Business stakeholders (Quality
Leadership, Operations, Client, Account Management, and Resource Unit
partners).
* Participates in calibration sessions/call listening sessions with 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, removes customer effort and enhance the overall
employees’ and customers’ 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.
CANDIDATE PROFILE
You have outstanding customer service skills, dedication and commitment to
provide exceptional customer care to the program assigned. You are process and
compliance driven, well-organized are able to listen intently, demonstrate
understanding, and participate in the generation of solutions.
* 2+ years’ experience in a contact center environment with at least 1 year as
a Quality reviewer, monitoring calls and providing feedback preferably for an
inbound (voice) program preferably in real estate / travel sector.
* A bilingual fluent English and Arabic speaker (ability to write, listen and
speak needed).
* Strong Communication and Interpersonal skills.
* Graduate preferred in any stream and above. A combination of education and
experience may be substituted and/or considered in lieu of the bachelor’s
degree.
* Passion for management and review of all quality issues to include training,
customer service, communication, workflow, reporting, SLA’s, coaching,
appraisals, etc.
* Flexible to work in any schedule, nights, days and weekends with varying
shifts or when covering another Quality Analyst as back-up.
* Empathetic approach and mindset.
* Genuine curiosity and desire to understand and to know why.
* Proficiency with technology, especially computers, software applications, and
phone systems.
* Comfortable in working with individuals and team/s remotely.
Disclaimer
The above statements are intended to describe the general nature and level of
work being performed by people assigned to this job. They are not intended to be
an exhaustive list of all responsibilities, duties, and skills required of
personnel working within this job title.
Concentrix is an equal opportunity employer. Concentrix evaluates qualified
applicants without regard to race, color, religion, gender, national origin,
age, sexual orientation, gender identity or expression, protected veteran
status, disability status or any other legally protected characteristic.
Location:
ARE Dubai - Property# BCB2 515, Dubai CommerCity
Language Requirements:
Arabic (Required), English (Required)
Time Type:
Full time
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Hi, we’re Concentrix.
We’re a global technology and services leader that powers the brands of the
future. We help well-known brands — the ones you use every day — improve their
businesses with technology and integrated solutions, in over 70 countries.
Our game-changers around the world have devoted their careers to ensuring every
relationship is exceptional. So naturally, we're committed to creating
game-changing career journeys that power our people towards greater
opportunities and brighter futures.
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