Digital Quality Assurance Agent
Dubai
Global – Customer Experience /
Full-Time /
On-site
What You'll Do
- Monitor customer service performance on the agent and team levels.
- Review a subset of support agents’ conversations (chats, emails, phone calls).
- Assess support interactions based on internal standards.
- Report the support team’s performance to the Team Leader.
- Evaluate CX agents on a regular basis to identify areas of improvement and knowledge gaps.
- Identify training gaps and suggest training solutions to fill them.
- Prepare weekly reports on the CS agents’ performance.
- Provide feedback and coaching about case handling to the agents and point out opportunities for improvement.
- Accompany evaluations with meaningful and constructive feedback.
- Deep dive into the operational procedures to identify opportunities to up-skill the CX team performance.
What Are We Looking For?
- Bilingual in Arabic and English.
- Excellent communication skills
- 3+ experience in customer service and quality assurance roles.
- Experience in monitoring and reviewing digital customer support interactions.
- Strong analytical and reporting skills.
- Capable of evaluating and coaching CX agents.
- Identify training gaps and deliver solutions.
- Problem-solving and critical thinking abilities.
- Excellent time management and organization skills.
