Quality Analyst (Call Centre) ARENCO REAL ESTATE EST

Monitor inbound/outbound calls, chats, and emails to ensure adherence to company standards, approved scripts, and compliance requirements.

• Evaluate customer interactions for accuracy, compliance, and service quality.
• Identify gaps in service delivery and provide actionable feedback.
• Maintain records of QA assessments, call metrics, and trends.
• Prepare weekly and monthly QA reports highlighting team performance and areas for improvement.
• Collaborate with trainers and team leads to deliver targeted feedback to agents.
• Support delivery of refresher training and coaching sessions.
• Ensure compliance with procedures related to vehicle rentals, disputes, tolls, fines, insurance claims, and accident handling.
• Identify recurring customer issues and coordinate with operations to implement corrective actions.
• Recommend updates to scripts and service workflows to enhance customer satisfaction.
• Contribute to ongoing QA strategy improvements based on industry practices and internal goals.

Qualifications & Skills

• Bachelor’s degree in Business, Hospitality, Communications, or related field.
• 2–3 years of experience in quality assurance or customer service monitoring, preferably within car rental, logistics, travel, or hospitality sectors.
• Strong understanding of customer service protocols and call center operations within the car rental context.
• Excellent analytical, communication, and reporting skills.
• Proven ability to coach and provide performance-based feedback.
• Multilingual proficiency in English, Arabic, and Hindi is preferred.
• Valid UAE driver’s license required.