Overview
Quality Support Agent – Operations Jobs in Dubai at Ajex Logistics Services
Job Title: Quality Support Agent
Location: Dubai
Job Type: Quality Support Agent
Department: Operations
Reports To: Operation Supervisor
Job Summary:
The Quality Support Agent is responsible for monitoring, evaluating, and improving customer interactions to ensure high-quality service standards. They analyse support interactions, provide feedback to Clients, and assist in developing best practices to enhance customer satisfaction and operational efficiency.
Key Responsibilities:
Quality Monitoring: Review and evaluate customer interactions (calls, chats, emails) to ensure compliance with company policies and service standards.
Feedback & Coaching: Provide constructive feedback to customer support agents, Team leaders, highlighting strengths and areas for improvement.
Process Improvement: Identify trends in customer issues and agent performance to suggest process enhancements.
Training & Development: Collaborate with training teams to develop and implement quality improvement programs.
Reporting & Documentation: Maintain detailed records of evaluations, client performance, client complains, agent progress, and quality assurance reports.
Customer Experience Enhancement: Work closely with teams to improve customer satisfaction by addressing gaps in service delivery.
Compliance & Standards: Ensure adherence to company guidelines, industry regulations, and best practices in customer service.
Qualifications & Skills:
Education: High school diploma or equivalent (Bachelor’s degree preferred).
Experience: 1-3 years of experience in customer support, quality assurance, or a related field.
Technical Skills: Familiarity with CRM software, call monitoring tools, and quality assessment frameworks.
Communication Skills: Strong verbal and written communication skills.(Arabic Speaking)
Analytical Abilities: Ability to assess performance metrics, identify trends, and provide actionable insights.
Attention to Detail: Keen observation skills to evaluate customer interactions accurately.
Problem-Solving: Ability to propose solutions for improving service quality and efficiency.
Preferred Qualifications:
Experience in customer service quality assurance in industries like BPO, retail, or technology.
Certification in Quality Assurance or Customer Service (e.g., COPC, Six Sigma, or similar) is a plus.
Benefits:
Competitive salary
Health insurance and benefits
Career growth opportunities
Training and development programs
Hybrid/remote work options (if applicable)
Job Type: Full-time
Pay: AED3,500.00 – AED4,000.00 per month
Title: Quality Support Agent – Operations
Company: Ajex Logistics Services
Location: Dubai
