Quality Assurance Analyst

1 month ago Be among the first 25 applicants Get AI-powered advice on this job and more exclusive features.The Quality Assurance Analyst at Miral Destinations plays a crucial role in ensuring the quality of guest experience operations across our premier leisure, entertainment, and cultural landmarks in Abu Dhabi. The primary objective of this role is to deliver high-quality guest experiences through meticulous evaluation and continuous improvement of our services.The Quality Assurance Analyst is responsible for developing and maintaining the Yas Concierge Quality Assurance program, ensuring compliance across all guest interactions, including calls, emails, live chats, social media, and Whats App. This role involves monitoring inbound and outbound guest inquiries, preparing performance reports, reviewing departmental policies, and coordinating quality enhancement initiatives. Additionally, the analyst coordinates quality standards and implementation procedures in collaboration with relevant departments, directly impacting the guest experience at our facilities.This position also includes conducting one-on-one sessions, delivering training, participating in agent and management calibrations, and creating and updating scorecards. The Quality Assurance Analyst will utilize various tools and software to perform these duties effectively.Job Scope Evaluate inbound and outbound guest interactions across various channels (calls, emails, live chats, social media, Whats App) to ensure quality and adherence to company standards using Contact Center software.Develop and maintain the Yas Concierge Quality Assurance program and ensure its compliance.Collect, collate, format, and analyze operational data to generate weekly, monthly, and quarterly QA conformance reports for management.Review departmental policies, procedures, and performance standards to ensure they are up to date and propose changes as appropriate to maintain high levels of customer service.Facilitate and coordinate quality enhancement initiatives with relevant departments.Develop, curate, and maintain comprehensive knowledge base content using Shelf Knowledge Management and other relevant software.Implement ongoing knowledge base assessments using interactive tools like Kahoot to ensure agent expertise.Provide individualized coaching and targeted training sessions to enhance agent performance.Identify agent performance trends and provide feedback and suggestions to relevant departments for improvement.Analyze data from guest interactions to identify and suggest improvements to operations, ensuring continuous enhancement of service quality.Manage vendor relationships and oversee project management tasks to ensure timely and successful implementation of quality initiatives.Participate in calibration sessions with agents and management to ensure consistent evaluation standards.Develop and maintain scorecards to track and measure agent performance.Stay updated with the latest industry trends and best practices in quality assurance to implement continuous improvements.Utilize advanced data analytics to provide actionable insights and recommendations to enhance service quality.Foster a culture of continuous improvement by encouraging feedback and implementing innovative solutions to enhance guest experiences Higher Secondary or Equivalent3 to 5 years of work experience in contact center, quality assurance, audit, customer experience Soft Skills (Proficiency in Microsoft Word, Excel, Powerpoint and Outlook)Capability to analyze operational data and generate comprehensive reports.Collaboration skills to work effectively with cross-functional teams.Good Coaching and Development Skills Good Communication and Listening Skills University Degree or 3 Year Diploma2-3 years of work experience in/or within the hospitality/leisure industry, or travel and tourism.Knowledge Retention Advanced skills in data analytics and visualization tools.Experience with continuous improvement methodologies (e.g., Lean, Six Sigma).Strong leadership and team management skills.Effective project management and vendor management abilities.Experience with automation tools for quality assurance processes.Ability to develop and implement quality assurance programs and initiatives.Knowledge of the latest industry trends and best practices in quality assurance.Strong problem-solving skills and attention to detail.Proficiency in French Language Seniority level Seniority level Entry level Employment type Employment type Full-time Job function Job function Quality Assurance Industries Travel Arrangements Referrals increase your chances of interviewing at Miral Destinations by 2x Get notified about new Quality Assurance Analyst jobs in Abu Dhabi Emirate, United Arab Emirates.Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 3 days ago Lead Engineer Quality & Specialist QA/QC - Procurement Quality Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 3 days ago Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 3 months ago Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 5 months ago Medical Specialist, Quality Audit & Controls ( doctor)Abu Dhabi Emirate, United Arab Emirates 21 hours ago Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 3 days ago Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 1 year ago Abu Dhabi Emirate, United Arab Emirates 5 days ago Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 8 months ago Specialist- AML Monitoring QC (Emiratised Role)Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 3 days ago Quality Assurance (QA)– Digital Channels (Mobile Banking & Retail Internet Banking)Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 1 month ago Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 1 hour ago Quality Analyst -Automation -Selenium, Java scripting,automation frameworks Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 4 days ago Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 10 months ago Specialist – QA/QC (E&I) Quality – (Offshore Island Project)- Specialist – QA/QC (Mechanical) Quality – (Offshore Island Project)Specialist – QA/QC (Procurement) Quality – (Offshore Island Project)QA Engineer - SAP Success Factors Migration Project Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 11 months ago Trainer/ Quality Analyst - Contact Center ( Bilingual - English/ Arabic )Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 10 months ago Trainer/ Quality Analyst - Contact Center ( Bilingual - English/ Arabic )Trainer/ Quality Analyst - Contact Center ( Bilingual - English/ Arabic )Trainer/ Quality Analyst - Contact Center ( Bilingual - English/ Arabic )Trainer/ Quality Analyst - Contact Center ( Bilingual - English/ Arabic )Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 6 hours ago Techno Functional Business Analyst -Banking Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 5 months ago Business Analyst as well Scrum Master -Banking Domain Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates AED17,000.00-AED18,000.00 1 month ago Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates AED18,000.00-AED21,000.00 4 months ago Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 5 months ago Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 22 hours ago Senior Business Analyst (Digital Products )—Banking Domain Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates AED16,000.00-AED18,000.00 2 months ago Business Analyst – Banking Domain (Scrum Framework & Digital Initiatives)Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 1 month ago Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 2 months ago We're unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.#J-18808-Ljbffr