Quality Assurance Team Lead – Contact Center

Quality Assurance Team Lead – Contact Center

Job Reference: 10494

Location: UAE

Monthly Salary: AED 8,000, all-inclusive, with no family benefits

Employment Type: Full-time

Reports To: Head of Quality Assurance / Operations Manager

Role Overview

We are seeking a Quality Assurance Team Lead to oversee quality monitoring and continuous improvement within our contact center / BPO operations. The successful candidate will ensure customer interactions meet established service standards, compliance requirements, and client expectations.

This role will lead quality audits, scoring calibration, performance analysis, and coaching initiatives to improve customer experience and operational performance.

Key Responsibilities

• Develop, implement, and maintain quality assurance frameworks, evaluation criteria, and scorecards across contact center accounts.
• Monitor and evaluate customer interactions across calls, emails, and chat channels against approved quality and compliance standards.
• Lead calibration sessions with Operations, Team Leaders, and Training to ensure consistent, accurate, and fair quality scoring.
• Analyze quality results to identify performance trends, recurring errors, root causes, and opportunities for improvement.
• Deliver structured coaching and actionable feedback to customer service agents and Team Leaders.
• Collaborate with the Training team to incorporate quality findings into onboarding, refresher training, and development plans.
• Use customer satisfaction (CSAT), Net Promoter Score (NPS), and quality monitoring insights to recommend service improvements.
• Maintain accurate evaluation records, scorecards, quality reports, and audit trails in line with applicable client and quality requirements.
• Support internal and client-facing audits, compliance reviews, and quality calibration activities.
• Drive continuous improvement initiatives to enhance quality scores, customer experience, and first-call resolution.
• Prepare and present quality performance reports, calibration findings, and improvement recommendations to Operations and Account Management.

Qualifications and Experience

• Bachelor’s degree in Business Administration, Communications, or a related discipline.
• At least 3 years of quality assurance experience within a contact center or BPO environment; typically 3-5 years of relevant experience.
• Strong knowledge of contact center quality monitoring, interaction evaluation, scorecard development, and calibration methodologies.
• Ability to lead quality initiatives and coordinate effectively with Operations, Training, and Team Leaders.
• Experience analyzing quality data and translating findings into practical coaching and improvement plans.
• Familiarity with COPC, ISO 18295-1, or UAE Global Star Rating standards is highly preferred.
• Proficiency in quality management systems and Microsoft Office, particularly Excel and PowerPoint.
• Excellent written and verbal communication skills in English.
• Arabic language proficiency is required.

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