Sr. Quality Evaluator

Sr.

Responsibilities

• Quality Evaluator Job Description Job Profile Summary The Sr.
• Quality Evaluator is responsible for monitoring and evaluating inbound and outbound customer interactions across all channels (calls, chat, email) to ensure accuracy, compliance, and adherence to established quality standards.
• The role contributes directly to program performance improvement by providing insights, validating customer sentiment, enhancing processes, and maintaining a strong operational knowledge base.
• This position also supports knowledge management, COPC quality alignment, and continuous improvement initiatives across the business.
• Core Quality Evaluation Responsibilities Monitors, evaluates, and audits a sampling of inbound/outbound calls , chat , and email interactions for accuracy, compliance, and customer experience alignment.
• Meets departmental productivity requirements (e.g., number of calls monitored, chats reviewed, emails evaluated) and reports results to key stakeholders including Quality Leadership, Delivery, Client, Account Management, and Resource Unit partners.
• Participates in calibration sessions with Quality, Delivery, and Client teams to ensure scoring consistency and best practices.
• Supports internal quality audits to assess process control, compliance, and efficiency; recommends improvements based on findings.
• Maintains strong program knowledge, including client products, services, and strategic priorities.
• Participates in quality task forces and completes periodic phone time (as applicable) to stay current on program updates.
• Contributes to maintaining and updating forms, legends, and quality documentation.
• Ability to professionally drive the below tasks : KB Management & Revamp — Acts as KB Author; updates, restructures, and maintains Knowledge Base articles to ensure accuracy, usability, and alignment with evolving processes.
• Quality Target Fulfillment — Ensures monthly/weekly quality targets are achieved across Calls, Chat, and Email channels.
• CSAT Detractor Validation — Validates detractor surveys across all channels to determine accuracy, root cause, and agent impact; ensures data integrity for customer satisfaction reporting.
• Enhancement — Identifies process gaps and recommends improvements to enhance customer experience and operational efficiency.
• Root Cause Analysis (RCA) — Conducts structured RCA for recurring issues, detractors, and quality trends; collaborates with cross‑functional teams to implement corrective actions.
• FCR Validation — Validates First Contact Resolution accuracy across interactions to ensure correct reporting and operational alignment.
• COPC Awareness — Applies COPC principles in quality evaluation, documentation, and continuous improvement activities.
• Hours — Supports operational needs through flexible scheduling, including extended hours when required.
• Additional Tasks — Performs any additional responsibilities assigned by the manager to support business priorities and operational excellence.
• Delivering Refreshment Session — Delivers targeted refresher quality sessions and promotes continuous quality scorecard awareness to ensure team members are fully aligned with operational metrics and compliance standards.

Requirements

• Candidate Profile Associate’s Degree in a related field with 2 years of experience preferred.
• Strong attention to detail and high accuracy in evaluation.
• Self‑starter with a strong sense of urgency; performs well under pressure.
• Demonstrated ability to multi‑task and meet deadlines for deliverables.
• Proficient in Microsoft Office and quality evaluation tools.
• Strong written and verbal communication skills.
• Ability to collaborate effectively with cross‑functional teams.
• Flexible with working hours to support business needs.

Preferred

• Familiarity with COPC standards is an advantage.

Location

ARE Dubai - Property# BCB2 515, Dubai CommerCity Language Requirements: Time Type: Full time2026-09-11