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Senior Quality Evaluator

Location ARE Dubai - Property# BCB2 515, Dubai CommerCity United Arab Emirates Category Training & Quality Job Id R1602706 Posted Date 04/07/2025 External
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JOB DESCRIPTION

Job Title:

Senior Quality Evaluator

Job Description

The Sr Quality Evaluator is responsible for monitoring and evaluating inbound and/or outbound calls and other customer contact methods (e.g. email, chat) for accuracy and adherence to established quality standards. This position assists in the output of assessing quality standards, provide insight to customers to contribute to program performance improvements.

Tasks and responsibilities:

  • Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email
  • Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.) and reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Delivery Team, Client, Account Management, and Resource Unit partners)
  • Participate in calibration sessions/call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practices
  • Participate 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
  • Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies
  • Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners); complete phone time to keep current on programs (as applicable)
  • Contribute to maintaining forms and legends documents
  • Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals

Candidate profile:

  • Associates Degree in related field from a four-year college or university with 3-5 years of experience preferred.
  • Strong attention to detail.
  • Self-starter, sense of urgency and works well under pressure.
  • Demonstrated ability to multi-task and meet timelines o deliverables.
  • Proficient in Microsoft Office.
  • Strong communication skills, both written and verbal.
  • At least 12 months' previous experience in Quality management within a call centre environment
  • Must be UAE resident or able to relocate on a short notice
  • Fluency in English and Arabic

Location:

ARE Dubai - Property# BCB2 515, Dubai CommerCity

Language Requirements:

Time Type:

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Hi, we’re Concentrix.

We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries.

Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. So naturally, we're committed to creating game-changing career journeys that power our people towards greater opportunities and brighter futures.

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