⟢ ABOUT US:
My client is a rapidly growing UAE-based business process outsourcing (BPO) company specializing in service solutions for various sectors, including finance, cryptocurrency and blockchain technology, artificial intelligence (AI), and others.
⟢ BENEFITS:
- Salary range: 3,000 - 4,000 USD/ Nego
- Employee Support: Assistance with accommodation, living expenses.
- Home Visit Support: Financial assistance for employees to visit home.
- Competitive Salary: A salary package that reflects your skills, experience, and contributions to the company
- Essential Equipment: Provision of necessary work equipment, including Monitor, MacBook and iPhone
- Development: Continuous development of hard and soft skills through work and professional training
- Holiday Bonus: A holiday and New Year bonus to recognize your hard work and dedication
- Inclusive Environment: A professional, dynamic, and inclusive workplace culture that fosters collaboration and innovation.
- Life experience: Enjoy the new culture, living environment in UAE.
⟢ KEY RESPONSIBILITIES:
- Develop and implement quality control (QC) guidelines, scoring sheets, and evaluation frameworks for Customer Service, Telesales, and Payment teams.
- Perform regular quality audits on calls, chats, emails, telesales activities, and payment verification processes.
- Identify quality gaps and provide actionable feedback to team leaders to ensure improvements.
- Track and report quality metrics, error rates, and performance trends.
- Conduct calibration sessions with team leaders to align quality standards.
- Support training teams in designing SOPs, skill-improvement training, and refresher courses.
- Oversee compliance adherence for the entire Operational Department, ensuring all teams follow documented SOPs and company policies.
- Monitor compliance relating to information confidentiality, data protection, and secure handling of customer information.
- Ensure compliance with regulatory and industry standards (data privacy, anti-fraud processes, internal security policies).
- Investigate potential compliance violations and work with relevant teams to implement corrective actions.
- Maintain and update compliance checklists and risk-control frameworks.
⟢ REQUIREMENTS:
- 10+ years of experience in Customer Support / Quality Assurance/ CS Training team, including 05 years in a managerial or leadership role.
- Proven success in managing QA teams in a contact center or customer operation environment.
- Strong understanding of multichannel and omnichannel support, QA methodologies, Training experiences.
- Solid analytical and problem-solving skills with a data-driven approach.
- Excellent communication, coaching, and stakeholder management skills.
⟢ RECRUITMENT PROCESS:
- HR Interview
- Hiring Manager Interview
- Offer
