Call Center Quality Assurance (QA) Executive

About the role

The Call Center Quality Assurance (QA) Executive monitors and evaluates inbound and outbound customer interactions to ensure compliance with established quality standards and operational procedures. The role provides constructive feedback, supports continuous performance improvement, and helps maintain a high level of customer service excellence across the contact centre.

Key responsibilities

• Monitor and assess calls, emails, chats, and other interactions against quality scorecards.
• Score interactions, document results accurately, and prepare daily, weekly, and monthly quality reports.
• Provide timely, constructive feedback and coaching recommendations to Team Leaders and Customer Service Representatives.
• Identify quality trends, recurring issues, and recommend corrective actions.
• Participate in calibration sessions to ensure consistent evaluations.
• Collaborate with Operations, Training, and Team Leaders to improve service quality and operational performance.
• Support continuous improvement initiatives to enhance customer satisfaction and process efficiency.
• Maintain accurate records of evaluations while ensuring confidentiality of customer information.

Required profile

• Bachelor's degree or Diploma in Business Administration or a related field (preferred).
• 1–2 years of experience in a Call Center Quality Assurance role or similar customer service environment.
• Familiarity with quality monitoring tools and scorecards.
• Strong analytical mindset with excellent attention to detail.
• Effective verbal and written communication skills in English.

Required skills

• Microsoft Excel
• Microsoft PowerPoint

What we offer

• All‑inclusive salary of AED 6,500 per month.