Quality Controller

Transguard Group was established in 2001 and has diversified significantly, we lead in the fields of Cash Services, Security Services, Manpower Services, Facilities Management & Aviation. Transguard Group is the UAE’s most trusted business support and outsourcing provider and has a large, dynamic, and culturally diverse workforce with 50,000 employees! We are currently recruiting for Quality Controller to be based out of their office in Dubai.

Job Purpose:

• As a Quality Controller within the CRM & Contact Centre Department, your role is pivotal in ensuring the highest standards of service quality and customer satisfaction. You will be responsible for monitoring and evaluating interactions, providing feedback, and implementing measures to enhance overall performance and adherence to quality standards.

Responsibilities:

• Quality Monitoring:
• Conduct regular and systematic monitoring of customer interactions within the CRM & Contact Centre, ensuring adherence to established quality standards.
• Performance Evaluation:
• Assess individual and team performance based on predefined key performance indicators (KPIs) and quality metrics.
• Feedback and Coaching:
• Provide constructive feedback to Contact Centre agents and CRM staff, highlighting areas of strength and opportunities for improvement.
• Conduct coaching sessions to support skill development and enhance performance.
• Compliance Management:
• Ensure that CRM and Contact Centre activities comply with industry regulations, company policies, and quality assurance guidelines.
• Quality Assurance Metrics:

            Implement and maintain metrics for evaluating call quality,                accuracy of information   provided, and adherence to scripts              and procedures.

• Documentation:
• Maintain detailed records of quality evaluations, feedback sessions, and performance metrics for future reference and reporting.
• Training Support:
• Collaborate with training teams to identify areas for improvement and provide insights to enhance training programs.
• Root Cause Analysis:
• Conduct root cause analysis for quality issues, identifying underlying causes and recommending corrective actions.
• Continuous Improvement Initiatives:
• Actively contribute to the development and implementation of continuous improvement initiatives to elevate service quality.
• Escalation Management:
• Monitor and evaluate cases that require escalation, ensuring proper handling and resolution in accordance with established procedures.
• Customer Satisfaction Analysis:
• Analyze customer satisfaction data and feedback to identify trends and areas for improvement in service quality.
• Collaboration:
• Collaborate with Contact Centre supervisors, CRM managers, and other relevant stakeholders to address quality-related concerns and implement improvements.

• Bachelor’s degree in a relevant field.
• In-depth knowledge of Contact Centre operations, CRM systems, and quality assurance methodologies.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal abilities.
• Detail-oriented with a commitment to maintaining high-quality standards.
• Familiarity with industry-specific regulations governing CRM and Contact Centre activities.