Call Center Quality Specialist
About the Role:
We are looking for an experienced Call Center Quality Specialist to lead and enhance quality operations within our unified call center in Dubai. This contract role (1 Year, Extendable) requires a strong background in quality assurance, internal auditing, and performance improvement, ideally within government or large corporate contact centers. Arab nationals currently based in the UAE are preferred.
Key Responsibilities:
The Quality Specialist will supervise the implementation of quality assurance policies and procedures, conduct internal evaluations to assess service effectiveness, and develop service delivery standards aligned with Dubai Government requirements. Key tasks include performing regular audits, generating performance reports with actionable insights, and analyzing customer complaints to support continuous improvement and best quality practices.
Key Responsibilities:
- Supervise the implementation of quality assurance policies and procedures across the call center.
- Conduct internal evaluations to assess system efficiency and service effectiveness.
- Develop and maintain service delivery standards aligned with Dubai Government requirements.
- Perform regular audits and validate reports submitted to government authorities.
- Generate performance and quality reports and share actionable insights with management.
- Analyze customer complaints and inquiries to identify trends and improvement areas.
- Support continuous improvement initiatives and ensure adoption of best quality practices.
- Promote a culture of quality and ensure alignment with institutional excellence policies.
Requirements:
- 9+ Years of relevant experience with a strong background in quality assurance.
- Experience in internal auditing and performance improvement within large contact centers is ideal.
- Candidates must be currently based in the UAE.
- Arab nationals are preferred.
- Strong analytical and leadership skills.
What We Offer:
- Competitive compensation package: AED 15000 to 18000.
- A senior contract role focused on quality operations and service excellence in Dubai.