What Jobs are available for Software Quality in the United Arab Emirates?

We are hiring a Node.js Software Engineer – Testing for one of the leading banks in the UAE, offering an exciting opportunity to work on scalable, enterprise-grade applications within a fast-paced Agile environment.

Education:

• Bachelor's or Postgraduate degree in Computer Science or a related field (or equivalent industry experience)

Experience:

• Minimum of 5 years of experience in JavaScript with a strong focus on automation testing
• At least 1 year of hands-on experience with TypeScript
• Solid experience in Automation Testing Techniques and Tools such as:
• Playwright
• Cucumber
• Appium
• Selenium

Technical Skills:

• Proven expertise in developing and testing scalable, highly available RESTful APIs and microservices using JavaScript technologies
• Ability to create end-to-end automation test suites using Playwright/Selenium , preferably following the BDD approach
• Practical experience with GraphQL
• Familiarity with CI/CD principles and hands-on troubleshooting in distributed services
• Working knowledge of containerization using Docker and Kubernetes
• Exposure to API Gateway integrations (e.g., 3Scale)
• Understanding of Single Sign-On (SSO) and token-based authentication (e.g., REST, JWT, OAuth)
• Experience with task/message queues such as AWS SQS , Microsoft Azure Service Bus , Pushpin , or Kafka

Functional Skills:

• Follows best practices in coding , unit testing , security , and documentation
• Experience working in Agile development environments
• Strong ability to research and benchmark tools and technologies against industry standards

Soft Skills:

• Ability to influence cross-functional teams on technical decisions, enhancing productivity through deep technical knowledge
• A self-starter who can take ownership and drive results without direct supervision
• Strong interpersonal and communication skills , capable of presenting ideas to senior and executive management

#J-18808-Ljbffr

We are hiring a Node.js Software Engineer – Testing for one of the leading banks in the UAE, offering an exciting opportunity to work on scalable, enterprise-grade applications within a fast-paced Agile environment.

Education:

• Bachelor's or Postgraduate degree in Computer Science or a related field (or equivalent industry experience)

Experience:

• Minimum of 5 years of experience in JavaScript with a strong focus on automation testing
• At least 1 year of hands-on experience with TypeScript
• Solid experience in Automation Testing Techniques and Tools such as:
• Playwright
• Cucumber
• Appium
• Selenium

Technical Skills:

• Proven expertise in developing and testing scalable, highly available RESTful APIs and microservices using JavaScript technologies
• Ability to create end-to-end automation test suites using Playwright/Selenium , preferably following the BDD approach
• Practical experience with GraphQL
• Familiarity with CI/CD principles and hands-on troubleshooting in distributed services
• Working knowledge of containerization using Docker and Kubernetes
• Exposure to API Gateway integrations (e.g., 3Scale)
• Understanding of Single Sign-On (SSO) and token-based authentication (e.g., REST, JWT, OAuth)
• Experience with task/message queues such as AWS SQS , Microsoft Azure Service Bus , Pushpin , or Kafka

Functional Skills:

• Follows best practices in coding , unit testing , security , and documentation
• Experience working in Agile development environments
• Strong ability to research and benchmark tools and technologies against industry standards

Soft Skills:

• Ability to influence cross-functional teams on technical decisions, enhancing productivity through deep technical knowledge
• A self-starter who can take ownership and drive results without direct supervision
• Strong interpersonal and communication skills , capable of presenting ideas to senior and executive management

#J-18808-Ljbffr

**Date Posted:**

**Country:**
United Arab Emirates
**Location:**
8660: Level 10, Al Maqam Tower , ADGM, Al Maryah Island , PO Box , Abu Dhabi, UAE
**Position Role Type:**
Unspecified
**About Us:**
At Raytheon, the foundation of everything we do is rooted in our values and a higher calling - to help our nation and allies defend freedoms and deter aggression. We bring the strength of more than 100 years of experience and renowned engineering expertise to meet the needs of today's mission and stay ahead of tomorrow's threat. Our team solves tough, meaningful problems that create a safer, more secure world.
**Job Summary:**
A key role in a larger International Supplier Commodity Assurance organization, the Quality Assurance Manager is poised to be the primary quality interface between Raytheon Emirates Limited (REL), the Program, and the global supply base. This position will be responsible for ensuring components, assemblies, and procedures produced in-country comply with mission and part requirements, REL's quality management system, and customer requirements. The successful candidate will also play a significant role in developing and maintaining quality systems and processing within the REL production area.
This position is Onsite and is located in Abu Dhabi, UAE developing, managing, and executing REL's quality processes. Travel within UAE will be required upwards of 20%, as required to support local sites' production schedules. This position will interface with local suppliers in UAE.
We value diverse skills and experience, so don't hold back. Your qualification could add tremendous value to our team. Our customers come from all different backgrounds, and so do our employees. If you're passionate about what you could accomplish here, we'd love to hear from you. You will have a great and direct impact in our Customer Satisfaction.
**What You Will Do**
+ Use critical thinking resources and methods to improve product design; minimize inspection; resolve manufacturing defects/problems; complete such specialized quality functions as data preparation, analyses, and reporting.
+ Support the implementation of local business area quality management systems and maintain them; ensuring process, product, and policy compliance.
+ Perform product and process audits for compliance to various standards and product requirements.
+ Conduct product / process and area audits or assessments.
+ Develop product acceptance techniques and plans.
+ Lead and support factory and product process improvements.
+ Lead First Article Inspection process and complete First Article Inspection Reports.
+ Engage cross-functional teams to ensure alignment on top priorities to drive containment, Root Cause and Corrective Action (RCCA) implementation.
+ Lead / Facilitate Process Failure Modes & Effects Analysis on processes and products to prevent product defects and mitigate risk.
+ Develop product Quality Control Plans, based on technical key product characteristics.
+ Support hardware quality drawing & design reviews.
+ Support Mission Assurance requirements for an electromechanical assembly and integration area with high product mix where review and quality disposition of products is essential.
+ Assure Special Test Equipment and tooling comply with approved assembly and tooling drawings, assembly instructions, test procedures and metrology requirements.
+ Act on all applicable material, product and equipment alerts to prevent impact to product reliability using the nonconformance and/or purge process.
+ Manage dropped and damaged hardware processing and incident reporting.
**Qualifications You Must Have**
+ Bachelor of Science degree in Engineering, Math, Science, or Technology or other STEM related field of study
+ Minimum of (8) years related engineering experience
+ Minimum of (3) years of experience within one of the following disciplines: Quality, Manufacturing or Engineering capacity
+ Experience with AS9100 or ISO9001 Quality Management systems
+ Experience with electromechanical manufacturing and assembly
+ Experience with Project Management, and Risk Assessment and Opportunity Management
+ Experience with customer interface for product acceptance and/or corrective action response
+ Previous experience delivering presentations and technical reports utilizing MS Word, Excel and PowerPoint
**Qualifications We Prefer**
+ Thorough organizational, collaborative and communication skills
+ Experience with metrology, measurement resources and practices
+ Knowledge and inspection application of J-STD-001
+ Knowledge with the application of Advance Product Quality Planning (APQP) and Production Part Approval Process (PPAP) (AS9145)
+ Practical experience of CORE/Six Sigma methodologies (e.g. Kaizen, Lean, Define/Measure/Analyze/Improve/Control (DMAIC), and Define/Measure/Analyze/Design/Verify (DMADV) ) and resources (e.g. Analysis of Variance (ANOVA), Statistical Process Control (SPC), Capability Analysis, Design of Experiments (DOE), and Measurement Systems Analysis (MSA) ).
+ Experience in aerospace-related manufacturing environment
+ Experience with project / program bid and proposal development
+ Ability to lead a team and drive team growth amid individual development
+ Project Management Professional Certification
+ External industry Quality certification, i.e. American Society for Quality (ASQ) Certified Quality Engineer, ISO9001, or equivalent
_RTX adheres to the principles of equal employment. All qualified applications will be given careful consideration without regard to ethnicity, color, religion, gender, sexual orientation or identity, national origin, age, disability, protected veteran status or any other characteristic protected by law._
**Privacy Policy and Terms:**
Click on this link ( to read the Policy and Terms
Raytheon Technologies is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

Overview

Acino is a Swiss pharmaceutical company, leader in advanced drug delivery technologies. We have a clear focus on selected emerging markets in the Middle East, Africa, the CIS Region, and Latin America, and we operate in some of the most dynamic countries of the world. We value courage, commitment, trust, and empathy and provide an environment that supports initiative and effort. We are proud to be action-oriented and open-minded, with a strong focus on quality and product availability, even in remote and hard to reach areas of the world. We are constantly expanding our market position with a future-oriented international business strategy. Therefore, we are looking for a dedicated and motivated person to strengthen our Quality Assurance team in Dubai, UAE Site- Acino Pharmaceuticals FZ LLC.

Responsibilities

• Responsible for document management such as issuance, storage, retention and destruction of documents and records as per defined procedure.
• To ensure good documentation by all concerned personnel and all the documents are as per current GMP requirements and in-house SOPs.
• Preparation of standard operating procedure and provide training on SOPs.
• Responsible for maintaining audit documents such as regulatory and customer audit report and response.
• To ensure that batch production operations are carried out in accordance with cGMP and procedure mentioned in respective batch record.
• Monitoring of manufacturing/packing activities on routine basis.
• Ensure compliance in Warehouse, Manufacturing and Packing.
• To review the batch records including associated data, logbooks etc and to track monthly batch release activities.
• To review master documents.
• Ensure that cGMP requirements are been followed and monitored in the critical process areas.
• To ensure good documentation by all the concerned and all the documents are as per current GMP requirements and in-house SOPs.
• To participate and ensure satisfactory technology transfer, process validation, cleaning validation and hold time studies.
• To implement CAPA for internal & external audits.
• Responsible to participate in investigations.
• To participate in audits and to provide relevant information, when required.
• To prepare Product quality review.
• To Participate in qualification activities.
• Ensure safe work practices, and usage of recommended PPE during activity.
• Ensure compliance to EHS policy and its requirements.
• Responsible for management of document room including labelling and arrangement of files, storage, issuance, and retrieval on approved request.
• Issuance of batch manufacturing and packaging records to production department as per request.
• Any other responsibilities assigned by department head.

Qualifications & Skills

• Working knowledge of Microsoft Excel, Word, PowerPoint, etc.
• Relevant experience in the regulated pharmaceutical industry, specifically including Quality Assurance, Quality Control, and/or Drug Regulatory Affairs
• Experience with health authority inspections and third-party audits
• Understanding of pharmaceutical manufacturing and laboratory work (including familiarity with various analytical techniques) is a strong asset
  • Decision-making skills.
  • Excellent communications skills in English (verbal, written, listening, email writing)
• Technical writing skills
• Problem solving skills
• Understanding of manufacturing processes and/or quality systems elements
  • Data analysis skills are required
• Able to work in shifts
• Good communication skills.
• Ability to work as part of a team.

This is the opportunity to join a very dynamic organization, where decisions are taken fast and where you can actively participate in shaping our future. If this sounds exciting, we would love to hear more about you!

Please apply via our HR system here.

#J-18808-Ljbffr

Quality Assurance Analyst At Faham Group, we're seeking an experienced Quality Assurance Analyst to join our team. This dual-focused role will be responsible for developing and delivering high-quality training programs while also conducting thorough operational auditing to ensure continuous improvement across our organization. Key Responsibilities Needs Assessment & Strategic Planning
Conduct comprehensive assessments to identify training gaps across departments
Partner with managers to pinpoint critical skill deficiencies and competency development needs
Align training initiatives with organizational objectives and growth strategies
Program Development & Content Creation
Design and develop engaging training materials specifically for White Collar staff
Tailor content to address the unique requirements of various roles and organizational levels
Maintain up-to-date training resources that reflect company standards and best practices
Training Delivery & Facilitation
Facilitate dynamic training sessions using diverse instructional methods including presentations, simulations, and interactive activities
Lead both in-person and virtual training effectively to accommodate different learning environments
Create positive learning experiences that maximize participation and knowledge retention
Product Knowledge Training
Design and implement comprehensive product knowledge training for newly hired white collar employees
Ensure staff understand product features, benefits, and applications
Evaluation & Continuous Improvement
Implement measurement systems to assess training effectiveness through various metrics
Collect and analyze participant feedback to refine content and delivery approaches
Maintain detailed documentation of all training activities and outcomes
Auditing & Quality Assurance
Field Audits & Compliance Verification
Conduct regular site visits to evaluate adherence to safety standards, quality protocols, and operational procedures
Identify and document deviations from established processes and standards
Perform customer verification calls to gather comprehensive feedback on all service touchpoints
Review customer service call recordings to identify service enhancement opportunities
Discrepancy Management
Thoroughly investigate reported issues and meticulously document findings in the violation/discrepancy tracking system
Apply root cause analysis techniques to identify underlying issues
Process Improvement
Provide leadership with actionable recommendations based on audit findings
Collaborate across departments to implement improvement initiatives
Utilize audit insights to enhance training materials and methodologies
Reporting & Analytics
Performance Reporting
Generate comprehensive training effectiveness reports and ROI analyses
Prepare detailed monthly audit reports highlighting key findings and improvement areas
Compile and present violation/discrepancy tracker data with actionable insights
Develop visual dashboards to track key performance indicators

Qualifications & Experience
Minimum 3 years of experience in training, development, and auditing roles
Strong knowledge of coaching models, facilitation techniques, and leadership development
Understanding of process improvement methodologies (Six Sigma, Lean, etc.)
Professional certification in L&D or Auditing (CPTD, SHRM-CP, CIA, Six Sigma)
Familiarity with operational environments similar to ours
Proficiency in creating engaging training programs and materials
Advanced skills in MS Office suite and training technology platforms
Demonstrated experience delivering face-to-face and virtual sessions to diverse audiences
Expertise in documenting workflows, SOPs, and identifying inefficiencies
Experience conducting internal audits, compliance checks, and risk assessments
Skilled in root cause analysis techniques (5 Whys, Fishbone Diagrams, etc.)
Strong analytical abilities and technical report-writing skills
Excellent communication skills with the ability to engage cross-functional teams
Meticulous attention to detail and high standards for documentation accuracy
Proactive approach to identifying process and performance improvement opportunities
Demonstrated ability to manage multiple priorities and meet deadlines #J-18808-Ljbffr

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We are an Emirati company focused on creating a balanced, expert workforce, specialising in aviation services, for the UAE. Come join us today!

Overview

The Quality Assurance Officer (QAO) will support and execute the Quality Assurance strategy within the aviation maintenance site as directed by the GAL QA Manager and/or Aviation Directorate in accordance with AFAD Technical Affairs Directorate regulations to ensure contractual requirements are being maintained. The QAO will also capture the defined aviation QA Key Performance Indicator(s) (KPI’s) data and report this information to the relevant maintenance program management team and the QA Manager to monitor the overall health of the aviation maintenance program.

Responsibilities

1. Responsible for supporting the aviation maintenance site auditing scheduled as defined in the GAL maintenance contract.
2. Assist the QA Manager in meeting and ensuring compliance to the documented quality management system auditing requirements and its processes.
3. Assist in the development of the relevant quality assurance KPI(s) to measure and monitor the aviation maintenance programs performance.
4. Carry out compliance audits for both GAL as required at both headquarters and/or the maintenance sites and performs root cause analysis as required for corrective actions and support maintenance in continual improvement of the overall quality management system.
5. Performs statistical analysis, data analysis and monthly reporting to the management team.
6. Oversees and monitors the development and implementation of the continual improvement program in collaboration with the management team.
7. Recommends changes to the documented quality management system based on experience and data analysis through monthly information.
8. Maintains a professional standard and practices in all aspects of the quality program and its services and be familiar with military organizations, regulations, procedures and their chain of command.
9. Maintains familiarization and ability to comprehend and understand various engineering specifications, original equipment manufacturer (OEM) drawings and/or repair specifications of aircraft related components and/or parts.
10. Must be able to travel between maintenance sites and headquarters.

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Reporting Relationship : Director of the Office of Institutional Effectiveness (OIE)

Expected Starting Date: For immediate hire

Job Status: Full-time

Application Deadline: The position is open until filled

About Us

Located in Sharjah, United Arab Emirates, and following the successful launch of The Africa Institute in 2018, Global Studies University was established in 2023 as a non-profit institution for higher education by His Highness Sheikh Dr. Sultan bin Muhammad Al-Qasimi, Member of the Supreme Council and Ruler of Sharjah.Read more .

About the Position

This position reports to the Director of the Office of Institutional Effectiveness (OIE). The objective of the Academic Quality Assurance Officer is to support OIE’s efforts in all related business and operational functions to ensure quality assurance and monitor performance at GSU. The Quality Assurance Officer will assist in monitoring progress in matters related to quality assurance and enhancement of GSU’s progress in areas of teaching, research, and knowledge production, with the objective to facilitate the best learning environment for faculty and graduate students, and most importantly to ensure that the institute achieves the highest ranking possible within the global educational ranking systems. The overall charge is to provide support through the development of a mechanism for collecting data on the institute’s progress. One of the main objectives of the office is to enhance the institute’s ranking according to the international standards of research and teaching institutions. Through OIE and GSU processes, the QA and enhancement officer works to establish and conduct ongoing evaluations through feedback from faculty, students, and staff, leading to constant improvement and maintenance of academic standards. The goal is to demonstrate to all stakeholders the high quality of teaching, learning, research, and publishing output of its faculty and graduate students, and to make sure they meet the standards and expectations according to the best practices in global peer institutions. This will be achieved by developing risk-based institutional and subject-for-review processes.

The prospective candidate for the position should have background and long-term experience and understanding of the Academic Quality framework, including enhancement and assurance (QE&A) mechanisms; and a commitment to promoting and developing the consistency of the institute’s engagement with quality processes to enhance the student learning experience and faculty research output.

Key Responsibilities

• To work on issues related to national regulation and assessment of teaching quality, student progress, and graduates’ future employment
• To coordinate external reviews of academic quality and standards as assigned
• To assist in the design and implementation of a model of continuous academic review to promptly identify and address challenges to the student experience, student progress, and graduate outcomes
• To ensure that the institute meets the expectations for the UAE-CAA Higher Education
• To manage the periodic review of the academic quality and standards
• To manage the approval processes for new academic developments as assigned
• Provide academic data analysis: report grades, exam results, and attendance
• Develops accurate information and reports for OIE to provide the Office of the Chancellor and assist in maintaining standards of performance of the institute including underachieving students
• Assist with strategic planning and monitoring of performance management in sync with CAA requirements as assigned
• To work on accreditation compliance reporting and timelines
• To work on a periodical benchmarking exercise to compare GSU to similar local, regional and international peer institutions by collecting relevant external data for purposes of benchmarking different academic and administrative functions and processes
• To prepare, review and work on submission of accreditation reports and requirements to the CAA and other accreditation bodies.
• To collaborate effectively with the Student Administration team, Academic Registration Office, and with Departments and their administrators
• Perform all other functions as assigned by the Director of OIE

Required Education

• Master’s degree in a relevant field

Required Work Experience

• Requires a minimum of 5 years of relevant experience in academic affairs, preferably, within a higher education institution
• Previous experience in data management capacity within higher education
• Experience in managing and developing data systems
• Experience in producing accurate data for reporting and assessment
• Experience in university ranking systems
• Creating and maintaining data capture and data entry templates
• Strong organizational skills, coupled with the ability to take initiative and work with limited supervision
• Strong verbal and written communication skills, including presentation skills, and demonstrated competency in interacting with people at all levels of the organization
• The ability to work effectively as part of a team in a multicultural environment, to handle pressure with a positive attitude, and to meet deadlines in a demanding work environment
• Ability to keep up to date on relevant policies and procedures in line with the duties identified in the job description
• Excellent oral and written communication skills in English, with a preference for proficiency in Arabic
• Proficiency with Microsoft Office applications
• The ability to maintain a high level of professionalism and confidentiality

If you are interested, kindly send an email with your CV and a Cover Letter to the following email: . Please mention the position you are applying for in the subject line.

*Salary and further compensation commensurate with degree and experience. Benefits package includes health insurance, housing, and transportation, children’s school fees allowances subject to coordination of benefits.

*The Africa Institute (GSU) is committed to fair employment practices and encourages women and men of all national, ethnic, and religious backgrounds to apply and join our expanding team. UAE nationals are encouraged to apply.

*We anticipate a high number of applications and will do our best to respond to any queries. Please note that only shortlisted applicants will be contacted in the first instance.

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Reporting Relationship : Director of the Office of Institutional Effectiveness (OIE) Expected Starting Date: For immediate hire Job Status: Full-time Application Deadline: The position is open until filled About Us

Located in Sharjah, United Arab Emirates, and following the successful launch of The Africa Institute in 2018, Global Studies University was established in 2023 as a non-profit institution for higher education by His Highness Sheikh Dr. Sultan bin Muhammad Al-Qasimi, Member of the Supreme Council and Ruler of Sharjah.

About the Position

This position reports to the Director of the Office of Institutional Effectiveness (OIE). The objective of the Academic Quality Assurance Officer is to support OIE’s efforts in all related business and operational functions to ensure quality assurance and monitor performance at GSU. The Quality Assurance Officer will assist in monitoring progress in matters related to quality assurance and enhancement of GSU’s progress in areas of teaching, research, and knowledge production, with the objective to facilitate the best learning environment for faculty and graduate students, and most importantly to ensure that the institute achieves the highest ranking possible within the global educational ranking systems. The overall charge is to provide support through the development of a mechanism for collecting data on the institute’s progress. One of the main objectives of the office is to enhance the institute’s ranking according to the international standards of research and teaching institutions. Through OIE and GSU processes, the QA and enhancement officer works to establish and conduct ongoing evaluations through feedback from faculty, students, and staff, leading to constant improvement and maintenance of academic standards.

The prospective candidate for the position should have background and long-term experience and understanding of the Academic Quality framework, including enhancement and assurance (QE&A) mechanisms; and a commitment to promoting and developing the consistency of the institute’s engagement with quality processes to enhance the student learning experience and faculty research output.

Key Responsibilities

• To work on issues related to national regulation and assessment of teaching quality, student progress, and graduates’ future employment
• To coordinate external reviews of academic quality and standards as assigned
• To assist in the design and implementation of a model of continuous academic review to promptly identify and address challenges to the student experience, student progress, and graduate outcomes
• To ensure that the institute meets the expectations for the UAE-CAA Higher Education
• To manage the periodic review of the academic quality and standards
• To manage the approval processes for new academic developments as assigned
• Provide academic data analysis: report grades, exam results, and attendance
• Develop accurate information and reports for OIE to provide the Office of the Chancellor and assist in maintaining standards of performance of the institute including underachieving students
• Assist with strategic planning and monitoring of performance management in sync with CAA requirements as assigned
• To work on accreditation compliance reporting and timelines
• To work on a periodical benchmarking exercise to compare GSU to similar local, regional and international peer institutions by collecting relevant external data for purposes of benchmarking different academic and administrative functions and processes
• To prepare, review and work on submission of accreditation reports and requirements to the CAA and other accreditation bodies
• To collaborate effectively with the Student Administration team, Academic Registration Office, and with Departments and their administrators
• Perform all other functions as assigned by the Director of OIE

Required Education

• Master’s degree in a relevant field

Required Work Experience

• Requires a minimum of 5 years of relevant experience in academic affairs, preferably within a higher education institution
• Previous experience in data management capacity within higher education
• Experience in managing and developing data systems
• Experience in producing accurate data for reporting and assessment
• Experience in university ranking systems
• Creating and maintaining data capture and data entry templates
• Strong organizational skills, coupled with the ability to take initiative and work with limited supervision
• Strong verbal and written communication skills, including presentation skills, and demonstrated competency in interacting with people at all levels of the organization
• The ability to work effectively as part of a team in a multicultural environment, to handle pressure with a positive attitude, and to meet deadlines in a demanding work environment
• Ability to keep up to date on relevant policies and procedures in line with the duties identified in the job description
• Excellent oral and written communication skills in English, with a preference for proficiency in Arabic
• Proficiency with Microsoft Office applications
• The ability to maintain a high level of professionalism and confidentiality

If you are interested, kindly send an email with your CV and a Cover Letter to the following email: Please mention the position you are applying for in the subject line.

#J-18808-Ljbffr

The Quality Assurance Officer will be responsible for ensuring that all communication between agents and clients meets the company’s high standards of service, compliance, and professionalism. This role involves monitoring interactions, ensuring accurate lead management, handling customer feedback, and improving overall customer satisfaction. The position also requires effective handling of client complaints, resolution management, and reporting on all findings to the necessary managerial staff.

Key Responsibilities:

Call Monitoring & Evaluation:

• Conduct daily random quality checks on calls between agents and clients, ensuring that conversations meet the company’s standards and regulations.
• Ensure agents follow the correct procedures for lead management and escalate any deviations to the appropriate parties, including the line manager and department director.

Lead Management:

• Review all "junked" or discarded leads to verify the client's disinterest in investment, buying, or selling.
• Reassign leads that qualify as potential opportunities back to agents based on instructions from the CEO or head of sales.

Net Promoter Score (NPS) and Feedback:

• Conduct NPS calls with clients to rate their satisfaction with services (on a 0-10 scale) and record all feedback into the CRM system.
• Analyze NPS results and provide reports to management for action and improvement planning.

Client Feedback Management:

• Oversee Google reviews and other client feedback on service platforms. Respond to reviews professionally and ensure follow-up actions are taken to resolve issues or improve services.
• Manage and maintain a positive online presence by addressing negative reviews and ensuring constructive engagement with clients.

Custom Call Checks:

• Perform additional call quality checks as requested by the line manager or department manager, focusing on specific campaigns, agents, or types of interactions.
• Handle all incoming client complaints, ensuring a resolution is achieved within 24 hours.
• Create and maintain detailed incident reports for each complaint to track issues, resolutions, and patterns that may require further investigation or process improvement.

Reporting & Data Analysis:

• Generate comprehensive quality assurance reports that highlight call performance, NPS trends, lead handling efficiency, and client feedback trends.
• Provide actionable insights and suggestions for continuous improvement to the management team.
• Work closely with sales, customer service, and management teams to ensure all procedures are followed, and all client interactions are of the highest quality.
• Assist in training new agents based on identified areas of improvement from call monitoring and feedback collection.

Requirements:

Experience:

• 1-2 years of experience in quality assurance, particularly within customer service or sales environments.
• Proven track record of conducting professional calls, campaign management, and handling customer feedback.

Skills:

• Strong English verbal and written communication skills with the ability to interact professionally with clients and internal teams.
• Proficient in reporting, data analysis, and incident documentation.
• Familiarity with CRM systems and online feedback platforms (e.g., Google Reviews).
• Advanced knowledge of Microsoft Office, particularly Excel, for data reporting and analysis.
• Strong attention to detail and analytical mindset.
• Ability to manage multiple tasks under pressure and meet deadlines.
• Excellent problem-solving skills with a focus on customer satisfaction.

Preferred Qualifications:

• Experience in the real estate or sales industry.
• Familiarity with NPS methodology and feedback analysis.
• Strong knowledge of regulatory standards related to sales and customer communication.

About Provident

Since its inception in 2008, Provident Estate has been a frontrunner in the regional real estate market, holding a commendable reputation as one of the most reliable and top-tier agencies working alongside the world's foremost developers. Now employing over 200+ dedicated professionals, we stand as a testament to excellence and trust in the industry.

As we forge ahead, we are inviting ambitious individuals to join our dynamic team where innovation meets understanding, offering 360° real estate solutions tailored to our client's needs. Step into a role at Provident Estate, a place where we value lasting relationships with our clients and foster an environment geared towards revolutionary and digitally enhanced solutions. Join us, and be a part of crafting the future of real estate, building enduring relationships grounded in trust and expertise.

PROVIDENT is a registered trademark since 2008

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