Provident
Quality Assurance Officer
- Permanent
- Dubai, United Arab Emirates
- Experience 0 - 2 yrs
Job expiry date: 29/04/2026
Job overview
Date posted
15/03/2026
Location
Dubai, United Arab Emirates
Salary
AED 15,000 - 20,000 per month
Compensation
Salary only
Experience
0 - 2 yrs
Seniority
Experienced
Qualification
Bachelors degree
Expiration date
29/04/2026
Job description
The Quality Assurance Officer in Dubai ensures that all client-agent interactions meet the highest standards of professionalism, service quality, and compliance. The role is responsible for monitoring calls, evaluating lead management, handling complaints, analyzing customer feedback, and reporting findings to management. By maintaining oversight of quality and performance metrics, the officer contributes to continuous improvement and client satisfaction across all company operations.
Required skills
Call Monitoring & Evaluation
Lead Management
Net Promoter Score (NPS) Analysis
Client Feedback Management
Complaint Handling
CRM Proficiency
Data Reporting and Analysis
Incident Documentation
Microsoft Office (Advanced Excel)
Process Improvement
Cross-functional Collaboration
Problem-solving
Attention to Detail
Communication Skills
Customer Satisfaction Focus
Quality Assurance Methodologies
Key responsibilities
- Conduct daily random quality checks on agent-client calls to ensure compliance with company standards, regulations, and procedures.
- Review and manage lead handling processes, verifying discarded leads and reallocating valid opportunities back to agents under management guidance.
- Perform NPS surveys with clients, recording results in the CRM, analyzing trends, and providing actionable insights for service improvement.
- Monitor and manage client feedback across platforms, including Google Reviews, responding professionally and ensuring follow-up actions are executed.
- Carry out custom call evaluations as requested by management for specific campaigns, agents, or interactions, to maintain high-quality communication.
- Handle client complaints promptly, documenting each incident, tracking resolutions, and ensuring issues are resolved within 24 hours.
- Generate comprehensive QA reports highlighting call performance, NPS trends, lead management efficiency, and client feedback insights for management review.
- Collaborate with sales, customer service, and management teams to implement improvements and train new agents based on identified areas of enhancement.
Experience & skills
- 1-2 years of experience in quality assurance within customer service, sales, or real estate environments.
- Proven track record in professional call handling, campaign monitoring, and customer feedback management.
- Strong English verbal and written communication skills; ability to professionally interact with clients and internal teams.
- Proficiency in CRM systems and online feedback platforms (e.g., Google Reviews).
- Advanced Microsoft Office skills, particularly Excel for reporting and data analysis.
- Analytical mindset with strong attention to detail and ability to manage multiple tasks under pressure.
- Problem-solving skills with a strong focus on customer satisfaction and process improvement.
- Preferred: experience in real estate or sales industry, familiarity with NPS methodology, and understanding of regulatory standards in customer communications.