Contact Center Quality Assurance Officer (QA)

Job description / Role

Working days: 6 days of the week, 1 day off

The Contact Center Quality Assurance is required to perform below tasks:
• Contact Center Quality Assurance is responsible for assessing the quality of the performance of the call center associates.
• The QA will monitor inbound and outbound calls, chat and email responses.
• Track customer service and conformity as per company policies and procedures
• The individual will assist in developing, creating, and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall company’s customer service experience

• Participates in the design of call monitoring formats and quality standards
• Performs call monitoring and provides trend data to site management team
• Uses quality monitoring data management system to compile and track performance of team
• Performs monitoring of customer care email responses
• Coordinates and facilitates call calibration sessions for call center staff
• Provides feedback to the call center manager
• Prepares and analyses internal and external quality reports for management staff review.

Salary:
AED 7,000 to 9,000 per month inclusive of fixed allowances.
Additional benefits: Visa and medical insurance

About the Company

Founded in 2001, Ultimate HR Solutions bears the market reputation of being a complete HR Services provider, precise and pro-active in locating and managing human resources. Our client-friendly process and human capital infrastructure allows us to service ever changing client requirements in an efficient and effective manner. With comprehensive experience servicing world-class clientele and top-caliber candidates across a wide spectrum of industries, we measure our success through our growing list of satisfied clients. UHRS started with humble beginnings as a preferred recruitment partner, and from there branched out into outsourcing/ contract staffing.