Call Centre Quality Specialist / Operations Specialist
Company Overview:
Our client is a leading Government organization in Dubai, dedicated to delivering world-class public services and operational excellence. We operate with an “educational family” philosophy, where operational management and professional mastery are shared to ensure organizational success. At this prestigious entity, we believe that strict adherence to the Dubai Model and 360 Services frameworks are the cornerstones of community stability. Join our professional Information Technology and service quality team in Dubai and contribute to an environment that values professional integrity, technical innovation, and the strategic growth of our regional service portfolios.
Job Description:
We are seeking highly experienced Call Centre Quality and Operation Specialists to join a high-profile government initiative in Dubai. This role is fundamental to our service framework, requiring senior professionals who can evaluate systems, conduct audits, and implement policies that promote excellence. You will be responsible for ensuring that all contact center operations meet established Dubai Government quality standards and performance indicators for management review. We are looking for individuals with deep technical knowledge of contact center technologies and a proven track record in process evaluation. This is a brilliant opportunity to advance your education and leadership career within a government setting.
🔹 Key Responsibilities:
- Conduct internal audits and assessments to ensure contact center operations meet established Dubai Government standards in Dubai.
- Monitor and review operational processes for management oversight and compliance with service indicators.
- Liaise with the Human Resources department regarding staff performance metrics, quality training, and excellence policy implementation.
- Assist in developing and updating service delivery frameworks and operational guidelines to enhance efficiency.
- Utilize digital Information Technology tools to prepare detailed reports on quality assessments and compliance.
🔹 Requirements:
- Bachelor’s Degree in Business Administration, Management, or a relevant academic discipline.
- Minimum 12 years of professional experience specifically in contact center operations and customer service management.
- Strong background in management of the Dubai Model, 360 Services, and government quality frameworks.
- Professional background in education or training regarding process evaluation, internal audits, and excellence policies.
- Deep technical familiarity with modern contact center systems and Information Technology operational tools.
- Excellent communication skills for a fast-paced, high-profile government environment.
What We Offer:
- Monthly salary package ranging from AED 15,000 to 16,000.
- A stable and influential role within a prestigious Government organization in Dubai.
- Direct involvement in the management of essential public service quality initiatives.
- Comprehensive benefits in accordance with UAE Labour Law.