Chief Contact Center Quality Officer

Department Of Finance
Dubai
Workplace: OnsiteFull timeFunction: Quality & Regulatory (Non-Software)Education: bachelorsSkills: ["Communication","Leadership","Problem-solving","Stakeholder management","Teamwork"]

Lead quality assurance for the unified contact center by designing and implementing performance monitoring frameworks, analyzing daily and monthly service data, and driving continuous improvements. Collaborate with service delivery partners to ensure high customer satisfaction, maintain knowledge bases, and provide actionable reports and recommendations to raise operational efficiency and reduce customer complaints.

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FursaFursa
Department Of Finance
Department Of Finance
11 months ago

Chief Contact Center Quality Officer

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Job Summary

Lead quality assurance for the unified contact center by designing and implementing performance monitoring frameworks, analyzing daily and monthly service data, and driving continuous improvements. Collaborate with service delivery partners to ensure high customer satisfaction, maintain knowledge bases, and provide actionable reports and recommendations to raise operational efficiency and reduce customer complaints.
Location: Dubai
Workplace: Onsite
Employment Type: Full time
Job Function: Quality & Regulatory (Non-Software)

Key Responsibilities

  • •Design and implement quality monitoring frameworks for the unified contact center to ensure compliance with performance standards
  • •Review and update daily and monthly quality reports, proposing development notes and presenting them to department leadership
  • •Develop and coordinate training programs for contact center staff with service-delivery partners
  • •Ensure integration of quality measurement systems with the center’s electronic tools and data sources
  • •Represent the center in internal and external committees and drive improvement initiatives to enhance efficiency and reduce costs

Key Requirements

  • •Bachelor’s in Business Administration / Information Technology / Communications or related field; 6 years of experience with a bachelor’s degree or 3 years with a master’s in related areas
  • •Professional certifications in Six Sigma, TQM, and Contact Center Quality Management or related fields
  • •Strong analytical and data interpretation skills to monitor performance and identify opportunities for improvement
  • •Experience designing and implementing quality monitoring frameworks for a contact center and coordinating with service delivery partners
  • •Ability to design training programs for contact center staff and manage cross-functional collaboration with internal and external stakeholders
Experience:Government
Education:Bachelor's
Skills:CommunicationLeadershipProblem-solvingStakeholder managementTeamwork
Certifications:Six SigmaTQMContact center quality management
Languages:ArabicEnglish

Eligibility

Nationality:UAE National

Company Brief

Department Of Finance
The UAE Department of Finance is the federal authority responsible for national fiscal policy, public financial management, budgeting, and overseeing government expenditures to ensure sustainable economic growth and effective use of public funds.
Industry: Government
Company Size: Enterprise (1,001+ employees)
Growth: Government & Public Sector
Funding: Government Funded
Headquarters: Abu Dhabi, United Arab Emirates
Website