AED 2,000-3,999/month
Prime Bright Technologies
CF2M+Q2G - Al Jerf 2 - Ajman - United Arab Emirates
Job Description: We are looking for a Quality Analyst (QA) to monitor and evaluate the quality of calls handled by our call centre team. The ideal candidate should have strong analytical skills, attention to detail, and the ability to provide constructive feedback to improve customer service standards. Key Responsibilities: Monitor inbound and outbound calls to ensure compliance with quality standards. Evaluate agent performance based on call quality, adherence to scripts, and customer satisfaction. Identify training needs and provide actionable feedback to agents. Prepare quality reports and present findings to management. Maintain quality monitoring systems and recommend process improvements. Ensure compliance with company policies, procedures, and regulatory requirements. Requirements: Bachelor’s degree or equivalent work experience. Proven experience as a Quality Analyst in a call centre environment. Strong communication and listening skills. Knowledge of quality monitoring tools and reporting. Ability to handle multiple tasks and meet deadlines. Proficiency in MS Office (Excel, Word, PowerPoint).