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Quality Assurance Executive - Retail
- Permanent
- Dubai, United Arab Emirates
- Experience 2 - 5 yrs
Report job as expired
Job expiry date: 17/06/2025
Job overview
Date posted
03/05/2025
Location
Dubai, United Arab Emirates
Experience
2 - 5 yrs
Seniority
Experienced
Qualification
Bachelors degree
Expiration date
17/06/2025
Job description
The Quality Assurance Executive - Retail is responsible for monitoring and auditing calls to ensure quality standards are met across customer service agents, particularly within the pre-paid segment. The role includes analyzing customer feedback, identifying training needs, improving process gaps, and helping to drive better customer experience outcomes. The position requires strong knowledge of telecommunications products and call center technologies, along with analytical tools and communication skills.
Required skills
call monitoring
auditing
telecommunication product knowledge
pre-paid segment expertise
voice of customer analysis
quality checks
agent performance tracking
training needs assessment
process improvement
Microsoft Excel
Microsoft Access
Microsoft Visio
IPCC
CISCO
Avaya
Lucent
Nortel
documentation management
QA standards
Key responsibilities
- Maintain weekly and monthly call monitoring/auditing target log in order to support QA Manager with reports.
- Ensure monitoring the assigned targets of calls per agent per month in accordance with communicated/agreed QA standards.
- Act as a subject matter expert for the assigned segment i.e., pre-paid segment in order to help the customer with any query and resolve complaints at any level.
- Use available systematic listening and feedback system which helps in capturing voice of customer (VOC).
- Take ownership of own continuous performance improvement plan and personal development in order to ensure own process and product knowledge is progressively updated to ensure integrity of quality checks being performed.
- Be a strong team player and further enhance written and verbal communication skills because this role requires coordination among several teams within du and partners.
- Identify and provide input for staff training (agents) and development programs and follow-up with post-course assessment in order to gauge progress and suggest enhancements.
- Identify areas of opportunities and process gaps in order to help improve customer experience and efficiencies.
Experience & skills
- Minimum Higher Secondary Diploma or bachelorās degree.
- At least 3 years of experience with at least 1-2 years preferably in a telecommunications/contact center services related working environment.
- Quality Assurance experience an advantage.
- Understanding of Telecommunication product and service knowledge.
- Good written and verbal communication skills in English.
- Attention to detail, documentation and procedural adherence.
- High standard of personal motivation and initiative.
- Ability to respond positively to working within a high-pressure environment.
- Knowledge of Call center technologies i.e., IPCC, CISCO, Avaya, Lucent, Nortel etc.
- Fair knowledge of Microsoft Visio.
- Extensive knowledge of Microsoft Office with advanced Excel and Access knowledge for analysis.
