Quality Analyst - Contact Center ( Bilingual - English/ Arabic )

Company not disclosed

United Arab Emirates
Salary not specified
Posted
Part-time
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Job Description

Role Description This part-time remote role as a Quality Analyst – Contact Center (Bilingual – English/Arabic) focuses on monitoring and evaluating customer interactions to ensure high service standards and consistent customer experience. The Quality Analyst reviews recorded calls, chats, and emails, assessing adherence to quality guidelines, scripts, and regulatory requirements. The role involves identifying performance trends, documenting findings, and preparing clear reports and recommendations for contact center leadership and team members. The Quality Analyst collaborates with supervisors and trainers to support coaching plans, process improvements, and best practices. This position also helps refine quality scorecards, contributes to internal audits, and provides feedback for continuous improvement while maintaining confidentiality and data security. Qualifications - Strong Analytical Skills to evaluate customer interactions, identify trends, and interpret performance data. - Experience in Quality Control, including monitoring contact center activities and verifying adherence to standards. - Background in Quality Assurance for designing, implementing, and refining quality assessment frameworks. - Knowledge of Quality Management principles to support continuous improvement and consistent service delivery. - Excellent Communication skills in both English and Arabic, with the ability to give clear, constructive feedback in a respectful and unbiased manner. - Prior experience in a contact center, customer service, or similar environment, preferably in a quality-focused role. - Ability to work independently in a remote setting, manage time effectively, and handle multiple evaluations and reports. - Familiarity with contact center tools (e.g., CRM systems, telephony platforms, quality monitoring software) and basic proficiency in office productivity applications. - Attention to detail, high level of integrity, and commitment to fair and objective assessment of team performance. - Relevant education or training in business, quality management, communications, or a related field is beneficial.

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