Quality Analyst Lead

Other Positions

Dubai

August 11, 2026

Application ends: November 8, 2026

Job Description

REQUIREMENTS

Minimum 5 years of experience in Quality Assurance, Quality Management, Sales Quality, Call Centre Quality, or a related field.
Previous experience managing a Quality Team is preferred.
Strong knowledge of sales and customer service quality standards.
Excellent communication and report-writing skills.
Strong analytical and problem-solving abilities.
Experience in conducting call audits and performance evaluations.
Strong knowledge of CRM/ERP systems, reporting, and quality dashboards.
Excellent coaching and training skills.
Strong understanding of SOP implementation and compliance monitoring.
Ability to handle confidential and sensitive employee performance matters professionally.
Strong leadership, decision-making, and escalation-management skills.
Ability to work in a fast-paced, target-driven environment.

RESPONSIBILITES

Develop, implement, and maintain Quality Assurance policies, SOPs, and standards.
Conduct regular call audits, sales audits, process audits, and compliance checks.
Monitor sales calls to evaluate opening, probing, listening, professionalism, product knowledge, objection handling, and closing techniques.
Identify recurring performance and process gaps and recommend corrective actions.
Prepare daily, weekly, and monthly quality reports for management.
Track individual, Team Leader, and departmental performance against quality KPIs.
Work closely with Team Leaders and Managers to improve staff performance.
Conduct coaching, feedback sessions, and quality training based on audit findings.
Develop and monitor Performance Improvement Plans (PIPs) where required.
Ensure employees follow company policies, sales procedures, CRM/ERP requirements, and approved communication standards.
Monitor lead handling, follow-up quality, CRM updates, and customer communication.
Coordinate with Sales, Operations, HR, and Management to resolve quality-related issues.
Maintain an escalation tracker for repeated violations, complaints, and performance concerns.
Identify process inefficiencies and recommend improvements to management.
Conduct regular quality calibration sessions with Team Leaders and Managers to maintain consistent evaluation standards.
Ensure training completion and maintain appropriate quality and training records.
Monitor customer complaints and identify the root cause of recurring issues.
Prepare management presentations and reports highlighting quality trends, risks, achievements, and areas requiring improvement.
Ensure all departments maintain the required level of professionalism and service quality.