Call Center Quality Assurance (QA) Executive

Call Center Quality Assurance (QA) ExecutiveLocation: UAESalary: AED 6,500 (All-Inclusive)Job PurposeThe Call Center Quality Assurance (QA) Executive is responsible for monitoring and evaluating customer interactions to ensure compliance with quality standards, operational procedures, and customer service excellence. The role focuses on identifying improvement opportunities, providing constructive feedback, and supporting continuous performance enhancement across the contact center.Key ResponsibilitiesMonitor and evaluate inbound and outbound customer calls, emails, chats, and other customer interactions against established quality standards.Score interactions using approved quality assurance scorecards and document evaluation results accurately.Provide timely, constructive feedback and coaching recommendations to Team Leaders and Customer Service Representatives.Identify quality trends, recurring issues, and areas requiring improvement, and recommend corrective actions.Participate in quality calibration sessions to ensure consistency and fairness in evaluations.Prepare daily, weekly, and monthly quality reports, highlighting key findings and performance trends.Ensure adherence to company policies, procedures, compliance requirements, and customer experience standards.Collaborate with Operations, Training, and Team Leaders to improve service quality and operational performance.Support continuous improvement initiatives by identifying opportunities to enhance customer satisfaction and process efficiency.Maintain accurate records of quality evaluations and ensure confidentiality of customer information.Qualifications & ExperienceBachelor's degree or Diploma in Business Administration or a related field is preferred.1–2 years of experience in a Call Center Quality Assurance role or within a customer service/call center environment.Experience using quality monitoring tools and scorecards is an advantage.Skills & CompetenciesStrong attention to detail and analytical skills.Excellent verbal and written communication skills in English (Arabic is an advantage).Good coaching and feedback delivery skills.Strong understanding of call center quality standards and customer service best practices.Proficiency in Microsoft Office applications, particularly Excel and PowerPoint.Ability to identify trends and recommend process improvements.Strong organizational and time management skills.Ability to work collaboratively in a fast-paced environment. Salary: AED 6,500 (All-Inclusive)