873 Quality Assurance Roles jobs in the United Arab Emirates

· Conduct regular quality evaluations of customer service interactions, including phone calls, emails, and in-person interactions.

· Ensure compliance with established company's policy, standards, guidelines, and procedures.

· Identify areas of improvement in customer handling techniques, and product knowledge and provide feedback and coaching to agents.

· Share Plan of action for poor performance with root cause, corrective action & preventive action with relevant stakeholders.

· Identify and define training needs based on monitoring and quality audit reports.

· Develop and update quality monitoring forms, evaluation criteria, and guidelines to ensure consistency and accuracy in assessing agent performance.

· Assist in the design and delivery of training programs and workshops to enhance agent performance, customer service skills, and product knowledge.

· Collect and analyse customer demographic data to identify patterns, preferences, and trends.

· Analyze data of dormant customers to understand reasons for inactivity and identify opportunities for re-engagement and convert them to active customers.

· Provide insights and recommendations to enhance customer targeting and segmentation strategies.

· Assist in scheduling and coordinating driving lessons to ensure optimal utilization of instructors utilization

Job Type: Full-time

Pay: AED3, AED4,500.00 per month

Job Description

Job Title:

Quality Analyst - Contact Center ( Bilingual - English/ Arabic )

Job Description

As a Quality Analyst, you have to execute the daily requirements of the Quality Assurance program for the Contact Center. You will evaluate a customers experience as they interact with your customer service advisors through inbound and outbound calls, email, chat, and social media responses. As they do, you compare it against the Company s standards of performance a Scorecard. This may include assessing Advisors demeanor, technical accuracy, customer service performance, and conformity to company policies/procedures and regulatory guidelines. You would use a quality monitoring system to compile and track performance and provides actionable data and feedback to call center advisors, coaches and managers as well as to various internal support groups, as requested. You may be called upon to deliver effective coaching to contact center advisors, are expected to participate in call calibration sessions on an ongoing basis and have a pivotal role to play in call center QA and training.

Without your expertise, the management team may not understand where it s going wrong and struggle to achieve the level of service to which it has agreed with the client.

You may also be called upon to perform as a Customer Service Advisor and may take or make customer service calls, mentor other Customer service advisors and model live call behaviors and skills.

Essential Functions / Core Responsibilities

• Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email.
• Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners).
• Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices.
• Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes.
• Maintains strong program knowledge base; basic understanding of client products, services and/or program strategies.
• Makes recommendations for enhancements to training, processes or other areas to improve performance, removes customer effort and enhance the overall employees and customers experience.
• Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.).
• Prepare reports capturing service quality trends and variances for the team / department.

CANDIDATE PROFILE You have outstanding customer service skills, dedication and commitment to provide exceptional customer care to the program assigned. You are process and compliance driven, well-organized are able to listen intently, demonstrate understanding, and participate in the generation of solutions.

• 2+ years experience in a contact center environment with at least 1 year as a Quality reviewer, monitoring calls and providing feedback preferably for an inbound (voice) program preferably in real estate / travel sector.
• A bilingual fluent English and Arabic speaker (ability to write, listen and speak needed).
• Strong Communication and Interpersonal skills.
• Graduate preferred in any stream and above. A combination of education and experience may be substituted and/or considered in lieu of the bachelor s degree.
• Passion for management and review of all quality issues to include training, customer service, communication, workflow, reporting, SLA s, coaching, appraisals, etc.
• Flexible to work in any schedule, nights, days and weekends with varying shifts or when covering another Quality Analyst as back-up.
• Empathetic approach and mindset.
• Genuine curiosity and desire to understand and to know why.
• Proficiency with technology, especially computers, software applications, and phone systems.
• Comfortable in working with individuals and team/s remotely.

· Conduct regular quality evaluations of customer service interactions, including phone calls, emails, and in-person interactions.

· Ensure compliance with established company's policy, standards, guidelines, and procedures.

· Identify areas of improvement in customer handling techniques, and product knowledge and provide feedback and coaching to agents.

· Share Plan of action for poor performance with root cause, corrective action & preventive action with relevant stakeholders.

· Identify and define training needs based on monitoring and quality audit reports.

· Develop and update quality monitoring forms, evaluation criteria, and guidelines to ensure consistency and accuracy in assessing agent performance.

· Assist in the design and delivery of training programs and workshops to enhance agent performance, customer service skills, and product knowledge.

· Collect and analyse customer demographic data to identify patterns, preferences, and trends.

· Analyze data of dormant customers to understand reasons for inactivity and identify opportunities for re-engagement and convert them to active customers.

· Provide insights and recommendations to enhance customer targeting and segmentation strategies.

· Assist in scheduling and coordinating driving lessons to ensure optimal utilization of instructors utilization

About company:

We are a fast-growing company providing marketing, omnichannel customer, and analytical solutions for businesses in the i-gaming industry. With deep domain expertise and a passion for innovation, we help our clients build scalable digital ecosystems across iGaming and online entertainment platforms. But we're more than just a service provider — we're a team of passionate professionals who treat our clients' success as our own. Our mission is to empower entertainment and leisure businesses to grow globally through user-first products and data-driven solutions.

We're currently looking for a Middle Quality Analyst to join our team in Dubai. This role is ideal for someone who is detail-oriented, curious about how systems work, and eager to grow their skills in both manual and automated testing while contributing to the development of digital ecosystems for global entertainment.

About team:

You will be joining a cross-functional & multicultural product team that includes: 3 Backend Engineers, 3 Frontend Engineers, 1 Tech Lead, 1 QA (you'll be the second QA on the team), 1 DevOps Engineer, 1 Product Manager, 1 Designer.

Responsibilities:

• Perform manual testing of web and mobile applications to ensure functionality and usability.
• Review requirements and specifications, and participate in test case design.
• Log clear and detailed bug reports, working closely with developers to resolve them.
• Support regression testing and assist in maintaining test documentation.
• Work collaboratively with cross-functional teams to deliver high-quality releases.
• Participate in sprint activities and quality checkpoints.
• Learn and gradually contribute to the automation testing process

Requirements:

• 2+ years of experience in QA or software testing.
• Experience with JIRA, Confluence, or other Agile tools.
• Familiarity with test case creation, bug tracking, and regression testing.
• Solid understanding of Software Development Life Cycle (SDLC) and testing methodologies
• Expertise in API testing tools (Postman, Swagger)
• Basic understanding of HTML, CSS. Solid understanding of how to work with browser dev tools (e.g., Chrome DevTools), how to inspect elements, analyze network traffic, and validate issues on web applications
• Experience in testing of WebSockets
• Basic knowledge of SQL queries to perform data validation and check data integrity in databases
• Experience with Test Management Tools like: QASE, TestRail, etc.
• Good communication skills in English.
• Willingness to learn automation testing tools and frameworks.

Nice to have (but not mandatory):

• Experience working with message queues like: Kafka
• Experience working with logs: Grafana
• Experience with automation testing: JS/TS + Playwright/Cypress
• Knowledge of or interest in the i-gaming.
• ISTQB certification or similar is a plus.

Ideal candidate's soft skills:

• Curiosity and eagerness to grow in the QA field.
• Structured thinking and problem-solving approach.
• Reliability and ownership of assigned tasks.
• Ability to communicate clearly and work in a team.
• Basic time management and self-organization skills.

What you will get from company:

• Medical insurance and visa sponsorship
• Annual round-trip flight to your home country
• 30 paid working days off per year + UAE public holidays
• Lunch at the office
• Flexible work hours and relaxed dress code
• Supportive team with mentorship and growth opportunities
• Fast-paced, multicultural work environment with a startup spirit

Interview Stages:

1. HR Interview (30–45 minutes)
    — Culture fit and experience overview
2. Technical Interview (90 minutes)
    — Practical QA questions and test case thinking
3. Final Interview (60 min)
    — Meet team lead & Product manager and discuss future growth
4. Job Offer

FunkySouq is a fast-growing e-commerce platform redefining online shopping in the region. We combine modern design, innovative technology, and customer-centric strategies to deliver seamless shopping experiences. We are looking for a proactive and detail-oriented Quality Analyst to join our team and ensure the quality, reliability, and performance of our web and mobile platforms.

Responsibilities:

·   Design, develop, and execute test plans and test cases for web and mobile e-commerce platforms.

·   Perform manual and automated testing including functional, regression, usability, performance, and cross-browser/device testing.

·   Conduct UI, API, and integrated testing to ensure seamless user experiences and system reliability.

·   Identify, document, and track bugs using tools such as Jira, Trello, or similar.

·   Collaborate with developers, designers, and product managers to clarify requirements and ensure quality at every stage of development

·   Conduct post-deployment testing to validate production releases and monitor real-time issues.

·   Maintain and enhance automated testing frameworks using tools like Selenium, Cypress, or Playwright.

·   Collaborate with marketing and product teams to support data-driven strategies and optimize customer journeys.

Qualifications:

·   Bachelor's degree in Computer Science, Information Technology, or a related field.

· –3 years of experience as a Quality Analyst, preferably in an e-commerce environment.

·   Strong knowledge of manual and automated testing methodologies.

·   Hands-on experience with Selenium, Cypress, Playwright, or similar testing tools.

·   Proficiency in bug tracking and project management tools (e.g., Jira, Trello).

·   Solid understanding of APIs, databases, and SQL queries.

·   Excellent communication and collaboration skills with a keen eye for detail.

What We Offer

·   Opportunity to work in a dynamic and fast-paced e-commerce environment.

·   Collaborative team culture focused on innovation and growth.

·   Career development and learning opportunities.

·   Competitive salary and benefits package.

Job Summary:

We are seeking an experienced 
Quality Analyst
 with a strong background in 
quality assurance processes in BPO environments
, particularly within the 
Fintech
 sector. The ideal candidate will play a critical role in ensuring consistent service excellence across customer interactions, maintaining audit standards, and supporting operational improvement initiatives. They will work closely with operations, compliance, training, and customer service teams to maintain quality benchmarks and support a culture of continuous improvement.

Key Responsibilities:

Quality Assurance & Audit Oversight

• Define, implement, and continuously improve 
  audit criteria
   for various customer interaction channels (voice, email, chat, etc.).
• Conduct 
  quality audits
   across multiple support channels to ensure adherence to internal policies and customer experience standards.
• Apply 
  structured scoring and metrics
   to objectively assess agent performance and process compliance.
• Deliver 
  clear feedback and coaching
   to frontline staff to address quality gaps and reinforce best practices.
• Collaborate with training teams to 
  support new hire training
   and ongoing skill enhancement programs.

Fintech Operations Support

• Oversee and monitor the 
  accuracy of payment processing and execution
  , ensuring SLA adherence and regulatory compliance.
• Perform 
  exception handling and investigation
   for transaction errors, service lapses, or customer complaints.
• Support 
  daily reconciliation activities
   and generate periodic reports to track operational accuracy and control gaps.
• Assist in enforcing 
  compliance and risk control measures
   by ensuring all customer interactions align with legal and regulatory frameworks.
• Provide 
  customer support oversight
   and manage escalations through structured quality improvement practices.
• Partner with key stakeholders to 
  identify process inefficiencies
   and contribute to 
  strategic planning and process optimization
   initiatives.

Required Skills & Qualifications:

• Bachelor's degree or higher (preferred in Finance, Business, or related field).
• 2+ years of QA experience in a BPO setting
• Strong understanding of 
  quality assurance frameworks
  , 
  call monitoring tools
  , and 
  compliance protocols
  .

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.

Job Title:

Quality Analyst - Contact Center ( Bilingual - English/ Arabic )

Job Description
PREFERRED CANDIDATE QUALIFICATIONS –

• CURRENTLY AVAILABLE IN THE UAE.
• CAN JOIN IMMEDIATELY.

As a Quality Analyst, you have to execute the daily requirements of the Quality Assurance program for the Contact Center. You will evaluate a customers' experience as they interact with your customer service advisors through inbound and outbound calls, email, chat, and social media responses. As they do, you compare it against the Company's standards of performance —a Scorecard. This may include assessing Advisors' demeanor, technical accuracy, customer service performance, and conformity to company policies/procedures and regulatory guidelines. You would use a quality monitoring system to compile and track performance and provides actionable data and feedback to call center advisors, coaches and managers as well as to various internal support groups, as requested. You may be called upon to deliver effective coaching to contact center advisors, are expected to participate in call calibration sessions on an ongoing basis and have a pivotal role to play in call center QA and training.

Without your expertise, the management team may not understand where it's going wrong and struggle to achieve the level of service to which it has agreed with the client.

You may also be called upon to perform as a Customer Service Advisor and may take or make customer service calls, mentor other Customer service advisors and model live call behaviors and skills.

Essential Functions / Core Responsibilities

• Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email.
• Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners).
• Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices.
• Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes.
• Maintains strong program knowledge base; basic understanding of client products, services and/or program strategies.
• Makes recommendations for enhancements to training, processes or other areas to improve performance, removes customer effort and enhance the overall employees' and customers' experience.
• Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.).
• Prepare reports capturing service quality trends and variances for the team / department.

CANDIDATE PROFILE
You have outstanding customer service skills, dedication and commitment to provide exceptional customer care to the program assigned. You are process and compliance driven, well-organized are able to listen intently, demonstrate understanding, and participate in the generation of solutions.

• 2+ years' experience in a contact center environment with at least 1 year as a Quality reviewer, monitoring calls and providing feedback preferably for an inbound (voice) program preferably in real estate / travel sector.
• A bilingual fluent English and Arabic speaker (ability to write, listen and speak needed).
• Strong Communication and Interpersonal skills.
• Graduate preferred in any stream and above. A combination of education and experience may be substituted and/or considered in lieu of the bachelor's degree.
• Passion for management and review of all quality issues to include training, customer service, communication, workflow, reporting, SLA's, coaching, appraisals, etc.
• Flexible to work in any schedule, nights, days and weekends with varying shifts or when covering another Quality Analyst as back-up.
• Empathetic approach and mindset.
• Genuine curiosity and desire to understand and to know why.
• Proficiency with technology, especially computers, software applications, and phone systems.
• Comfortable in working with individuals and team/s remotely.

Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.

Location:

ARE Dubai - Property# BCB2 515, Dubai CommerCity

Language Requirements:

Arabic (Required), English (Required)

Time Type:

Full time

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• Collect and collate performance indicators and relevant data to measure the performance results of different areas and to identify the gaps or areas of improvement.
• Analyze and interpret data and prepare regular reports for the management to support key decision-making.
• Contribute towards the preparedness for all types of accreditation and certification processes and take appropriate measures to maintain JCI standards and support the team for re-accreditation

.

• Define process and continuous quality improvement measures to achieve the excellent quality standards across hospital services and improve the patient safety standards.
• Report issues immediately when any variance in data quality is discovered and propose the appropriate solutions to overcome the situation.
• Suggest improvements to the data collection, data monitoring, and reporting processes in line with the medical accreditation standards.
• Provide advice and guidance to all concerned units' users to ensure accuracy and completeness of data input is maintained and improved.
• Contribute towards the development of quality systems, policies, and procedures, and ensure the communication of the same has been reached by all stakeholders of hospitals.
• Monitors the adherence of quality systems, policies, and procedures and identifies any deviations, to ensure that the operations and the plans of the organization are synchronized with the organizational mission, vision, and values.
• Conduct awareness programs and workshops related to quality, excellence, and creativity to promote a culture of excellence in the hospital and to spread a culture of quality and institutional excellence.
• Prepare and conduct different surveys and inspections to analyze the patient experience and to monitor the patient safety measures implemented.
• Contribute towards the preparation of all types of excellence awards and other quality accreditation.
• Assist in risk assessment for all clinical /nonclinical projects in areas of expertise.
• Suggest improvements to the data collection, data monitoring, and reporting processes.
• Any other tasks assigned by the direct head.

Qualifications

Bachelor's degree in quality, healthcare management, or any related field; a master's degree is preferable

• UAE National: 5 years of experience in the related field
• Expatriate: 7 years of experience in the related field