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

Role Overview

Quality Analyst - Contact Center (Bilingual - English/Arabic) at Concentrix, located in Dubai, United Arab Emirates.

Role Purpose

Execute daily Quality Assurance program requirements for the Contact Center by evaluating customer experience across all contact methods, comparing performance against company standards, and providing actionable feedback to advisors, coaches, and managers to drive service excellence.

Key Responsibilities

Monitoring & Evaluation

• Monitor, evaluate, and audit a sampling of inbound and outbound calls and other contact methods including chat and email.
• Assess advisor demeanor, technical accuracy, customer service performance, and conformity to company policies, procedures, and regulatory guidelines.

Reporting & Analysis

• Report results of evaluations to appropriate business stakeholders including Quality Leadership, Operations, Client, Account Management, and Resource Unit partners.
• Prepare reports capturing service quality trends and variances for the team and department.
• Compile and track performance data using a quality monitoring system.

Quality Assurance & Calibration

• Participate in calibration sessions and call listening sessions with Quality Leadership staff, Operations, Program Management, and clients to ensure scoring consistency and best practices.
• Participate in internal quality audits designed to improve overall contact quality and recommend changes.

Program Knowledge & Recommendations

• Maintain strong program knowledge base and basic understanding of client products, services, and program strategies.
• Make recommendations for enhancements to training, processes, or other areas to improve performance, remove customer effort, and enhance employees' and customers' experience.

Coaching & Mentoring

• Deliver effective coaching to contact center advisors.
• Mentor other customer service advisors.
• Model live call behaviors and skills.

Productivity & Performance

• Meet departmental productivity requirements including number of calls monitored per month and number of emails evaluated.

Additional Duties

• Perform as a Customer Service Advisor when called upon.
• Take or make customer service calls as needed.

Qualifications & Experience

• Two or more years' experience in a contact center environment with at least one year as a Quality reviewer monitoring calls and providing feedback.
• Preferably experience with an inbound voice program, ideally in the real estate or travel sector.
• Bachelor's degree preferred in any stream. A combination of education and experience may be substituted and considered in lieu of the bachelor's degree.

Skills & Competencies

• Bilingual fluency in English and Arabic with ability to write, listen, and speak.
• Strong communication and interpersonal skills.
• Proficiency with technology, especially computers, software applications, and phone systems.
• Process and compliance driven mindset.
• Well-organized with ability to listen intently, demonstrate understanding, and participate in solution generation.
• Passion for management and review of all quality issues including training, customer service, communication, workflow, reporting, SLAs, coaching, and appraisals.
• Empathetic approach and mindset.
• Genuine curiosity and desire to understand root causes.
• Outstanding customer service skills with dedication and commitment to exceptional customer care.
• Comfortable working with individuals and teams remotely.

Additional Information

• Currently available in the UAE with ability to join immediately (preferred).
• Full-time position.
• Flexible to work any schedule including nights, days, and weekends with varying shifts.
• Available to cover another Quality Analyst as backup.
• Concentrix is an equal opportunity employer and 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.