Call Center Quality Assurance Analyst

In this position, a Quality Analyst is responsible for assessing the customer experience and productivity and ensuring quality assurance standards set by the company. The role requires auditing, analyzing and reporting to strive for excellence when providing service to the clients.

Key Responsibilities:

  • Aligns quality standards to adhere to current company standards.
  • Evaluates agent service delivery and product knowledge and provides associated feedback and suggestions to enhance the customer experience and productivity.
  • Compiles statistical data with narratives and present findings to the team and stakeholders.
  • Identifies and analyzes irregularities or trends  and uses findings to improve the customer experience and the sales conversion rates
  • Manages short-term projects as they relate to the Quality and Process improvement and/or Customer Experience.
  • Provides assessment and action plan to agent, team, or department and provides reporting with root cause analysis to Manager, on areas of improvement.
  • Supports introductory and advance soft skills, product and/or technical training sessions.
  • Manage communication and adherence to the company’s policy and procedure changes.
  • Motivate and engage agents to maintain and exceed quality standards and expectations.

Desired Skills and Experience:

  • Bachelor’s Degree or in-lieu of degree equivalent education and work-related experience
  • At least 1-3 years of experience in Customer Service and or Telesales
  • Capable of producing adequate quality and quantity of work
  • Must possess effective verbal and written communication skills
  • Collaborate across departments and with people at different levels within the organization to accomplish a common goal
  • Communicate information in a clear, well organized and professional manner
  • Ability to adapt to new situations, learn quickly and multitask in a constantly changing and fast-paced environment
  • Proficient with Microsoft office applications
  • Candidates ready to join immediately will be given preference

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AFIA Insurance Brokerage Services L.L.C. registration no. 85, under United Arab Emirates Insurance Authority