Quality Assurance and Audit Executive Jobs In Abu Dhabi | IFZA
Job details
Quality Assurance and Audit Executive Jobs In Abu Dhabi | IFZA
About the job
The Quality Assurance and Audit Executive is responsible for ensuring the highest level of service quality and performance in customer or partner interactions. The ideal candidate will play a critical role in monitoring and improving the quality of customer interactions, ensuring a high level of service, and addressing any areas of improvement for the support teams.Main responsibilities
Reviewing agents conversations across all contact touchpoints to assess service quality and performance while tracking customer support quality
Identifying potential or actual risks associated with customer complaints
Providing objective assessments of customer calls, ensuring adherence to organization procedures
Reporting call errors and ensuring accurate entry of call data, promptly notifying the respective team leader or manager
Contributing to call calibration sessions for evaluating overall performance
Identifying lapses, potential service failures, or poor call handling
Actively engaging in customer listening to identify pain points and expectations
Verifying effective communication that addresses all customer or partner concerns
Reporting performance of support teams to the team leader and Q&SE Manager
Measuring and analyzing customer feedback
Requirements
Bachelors degree in a relevant field preferred
Minimum of 2 years of experience in complaints handling and/or a background in customer service
Prior experience with CRM software and Microsoft Office tools (Outlook, Calendar, Surveys, etc.)
Previous exposure/training on problem-solving methodologies such as Lean, Six Sigma, Kaizen, etc.
Familiarity with telemarketing, call center operations, and adherence to quality standards
Full English proficiency is required
Additional spoken languages are a plus
Excellent verbal, written communication, and interpersonal skills
Excellent active listening and problem-solving skills
Proven track record of utilizing analytical and problem-solving skills in previous roles
Demonstrated commitment to maintaining confidentiality
Strong analytical and problem-solving mindset
Ability to communicate with discretion, professionalism, and confidentiality as necessary
Benefits
24 annual leave days
Annual flight home
Life insurance plan
Medical insurance plan (with the option to upgrade at your own cost)
Bonus scheme (in relevant departments)
Access to exclusive Fazaa discounts (applicable in participating retail stores, food & beverage outlets, fitness clubs, cinemas, theme parks, clinics, and more)
Invitations to participate in various company functions, staff events, and department team building events
Opportunities to learn, develop and grow with the organization
#J-18808-Ljbffr Management & Operations
Apply safely
To stay safe in your job search, information on common scams and to get free expert advice, we recommend that you visit SAFERjobs, a non-profit, joint industry and law enforcement organization working to combat job scams.
