Requirements
Requires a minimum of 2 years of experience in Call Center Quality Assurance or Call Center Supervision. Experience in the UAE Car Rental industry is highly preferred. Familiarity with WhatsApp Business Platform, call recording review, and customer interaction evaluation is beneficial. Strong analytical, reporting, and English communication skills are essential, with Arabic being an advantage. Proficiency in Microsoft Excel, Word, and reporting tools, along with the ability to provide professional coaching and feedback, is necessary.
Description
Job Title:Department: Call Center & Data management Supervisor Salary: AED 3,000 – AED 4,000 per monthLocation: Ras Al Khor, Dubai, UAEEmployment Type: Full-TimeReports To: Branch ManagerWeekly Off: 1 DayJob summary:We are looking for a detail-oriented Call Center Quality Assurance Supervisor / Quality Analyst to monitor, evaluate, and improve the quality of customer interactions within our Car Rental business.The successful candidate will review calls, WhatsApp conversations, and customer interactions to ensure our agents follow company standards, provide excellent customer service, and achieve high-quality performance. The role focuses on quality monitoring and coaching, not on taking customer calls.Key ResponsibilitiesMonitor and evaluate inbound and outbound customer calls.Review customer conversations conducted through WATI (WhatsApp Business).Listen to recorded calls and assess agent performance using quality standards.Ensure agents follow company policies, scripts, and customer service procedures.Identify communication gaps and areas requiring improvement.Prepare daily, weekly, and monthly quality analysis reports.Provide constructive feedback and coaching recommendations to team leaders and agents.Track quality scores and maintain performance records.Monitor customer satisfaction and identify recurring customer issues.Work closely with Operations and Branch Management to improve service quality.Ensure compliance with company policies and quality assurance processes.RequirementsMinimum 2 years of experience in Call Center Quality Assurance or Call Center Supervision.Experience in the UAE Car Rental industry is highly preferred.Experience using (WhatsApp Business Platform) is an advantage.Experience reviewing call recordings and evaluating customer interactions.Strong analytical and reporting skills.Excellent English communication skills (Arabic is an advantage).Good knowledge of Microsoft Excel, Word, and reporting tools.Ability to provide coaching and performance feedback professionally.Strong attention to detail and organizational skills.Preferred SkillsQuality monitoring and auditing.Performance analysis.Customer service excellence.Reporting and KPI tracking.Coaching and mentoring.Problem-solving and decision-making.Time management and multitasking.Interested candidates can send their CVs to [HIDDEN TEXT] / [HIDDEN TEXT]. Please do not forget to mention the Job position Call Center & Data management Supervisor in the subject line.Good Luck with your Job Hunt.