We are one of the largest insurance brokers in the UAE and looking for a driven, experienced and dynamic Quality Analyst for our growing QA team.

• In this position a Quality Analyst is responsible for assessing the customer experience / productivity and ensuring quality assurance standards set by the company.
• The role requires auditing, analyzing and reporting to strive for excellence when providing service to the clients.

Work Remotely:

• Yes

Hours:

• 51.5 hours per week

Working Hours:

• 10:00AM to 7:30PM PKT (9:00 AM to 6:30 PM GST) Sundays to Thursdays and 10:00AM to 2:00PM PKT (9:00 AM to 1:00 pm GST) On Saturdays

Duties and Responsibilities:

• Aligns quality standards to adhere to current company standards
•  Evaluates agent service delivery and product knowledge and provides associated feedback and suggestions to enhance the customer experience and productivity
• Compiles statistical data with narratives and present findings to the team and stakeholders
• Identifies and analyzes irregularities or trends and uses findings to improve the customer experience and the sales conversion rates
• Manages short-term projects as they relate to the Quality and Process improvement and/or Customer Experience
• Provides assessment and action plan to agent, team, or department and provides reporting with root cause analysis to Manager, on areas of improvement
• Supports introductory and advance soft skills, product and/or technical training sessions
• Manage communication and adherence to the company’s policy and procedure changes
• Motivate and engage agents to maintain and exceed quality standards and expectations

Desired Skills and Experience:

• Bachelor’s Degree or in-lieu of degree equivalent education and work-related experience
• At least 1-3 years of experience in Customer Service and or Telesales
• Capable of producing adequate quality and quantity of work
• Must possess effective verbal and written communication skills
• Collaborate across departments and with people at different levels within the organization to accomplish a common goal
• Communicate information in a clear, well organized and professional manner
• Ability to adapt to new situations, learn quickly and multitask in a constantly changing and fast-paced environment
• Proficient with Microsoft office applications
• Candidates ready to join immediately will be given preference

Technical requirements:

• Laptop / Desktop (Core i5 or I7) 7th gen till 11th gen, 8gb ram, 500GB HDD above or 240GB SSD) with webcam
• Headset - USB based headset, noise-cancel ling
• Required Internet Speed: ping below 5ms, Download speed 10Mbps above, Upload speed 3Mbps above for stand-alone connection
• Uninterrupted power supply system
• Environment: quiet background facilitating outgoing and incoming calls