Quality Analyst Jobs In Abu Dhabi | Concentrix

Quality Analyst Jobs In Abu Dhabi | Concentrix

About the job

As a Quality Analyst, you have to execute the daily requirements of the Quality Assurance program for the Contact Center. You will evaluate a customer’s experience as they interact with your customer service advisors through inbound and outbound calls, emails, 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

Requirement

• 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.