Call Center Quality Specialist – Dubai, UAE | Large Corp QA

About the Role:

We are seeking an experienced Call Center Quality Specialist to lead and enhance quality operations within our unified call center in Dubai. This contract role (1 year, extendable) is ideal for candidates with a strong background in quality assurance, internal auditing, and performance improvement, ideally within government or large corporate contact centers. Arab nationals are preferred.

Key Responsibilities:

The Quality Specialist will supervise the implementation of QA policies, conduct internal evaluations for service effectiveness, develop service delivery standards aligned with Dubai Government requirements, perform regular audits, generate performance/quality reports with actionable insights, analyze customer complaints, and promote a culture of quality assurance.

Key Responsibilities:

• Supervise the implementation of quality assurance policies and procedures.
• Conduct internal evaluations to assess system efficiency and service effectiveness.
• Develop, maintain, and update service delivery standards aligned with Dubai Government requirements.
• Perform regular audits and validate reports submitted to government authorities.
• Generate performance and quality reports and share actionable insights with management.
• Analyze customer complaints to identify trends and continuous improvement areas.
• Promote a culture of quality and ensure alignment with institutional excellence policies.

What We’re Looking For:

• Experience: 9+ Years in a relevant quality assurance or auditing role.
• Strong background in QA, internal auditing, and performance improvement.
• Ideally experienced within government or large corporate contact centers.
• Candidates must be currently based in the UAE.
• Arab nationals are preferred for this role.

What We Offer:

• Competitive salary package: AED 15,000 – 18,000.
• A key role enhancing service quality within a unified call center operation in Dubai.