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Nationality
Any Arab National
Gender
Any
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
Monitor and evaluate customer interactions (voice, email, chat, social) to ensure compliance with quality standards and service excellence.
Support ISO implementation and compliance (e.g., ISO 9001), including internal audits, documentation control, and corrective action follow-up.
Conduct feedback, calibration, and coaching sessions with agents and team leads to drive performance improvement.
Prepare quality reports, identify trends, and recommend process improvements to enhance customer experience.
Maintain and update quality documentation, scorecards, SOPs, and training materials.
Desired Candidate Profile
Experience as a Quality Analyst in a BPO / Call Center environment.
Hands-on involvement in ISO implementation and compliance (e.g., ISO 9001), including documentation and audit support.
Strong knowledge of quality monitoring, coaching, reporting, and process improvement.
Employment Type
- Full Time
Company Industry
Department / Functional Area
Keywords
- Quality Analyst
- ISO Audit
- Call Center Training
- Monitor
- Arabic Language
Cupola Teleservices Limited
Cupola Teleservices is the Middle East's pioneer in outsourced contact center services. Headquartered in Dubai, UAE, Cupola has been offering outsourced contact center services to blue chip multinational corporations, large regional conglomerates and emerging SMEs/startups since 1999. We have deep expertise and know-how across multiple industries built up over two decades of providing contact center services. Our industry experience spans technology, media & entertainment, retail & consumer, financial services, government, healthcare, industrials, food & beverage, transportation & logistics, real estate & hospitality and education.
Read MoreTaimur Awan Awan - Deputy CEO
Dubai Outsource Zone PO Box: 500220, Dubai, United Arab Emirates (UAE)