Quality Assurance Team Lead Dubai UAE

Position: Quality Assurance Team Lead

Date posted: 2022-09-20

Industry: E-Commerce

Employment type: Full Time

Experience: 3 to 5 year

Qualification: Bachelor’s Degree holder

Salary: AED 6500

Location: Dubai, United Arab Emirates

Company: Jumbo Manpower Services LLC

Description:

Hiring Quality Assurance Team Lead (Six Sigma Certified)

Client: UAE Based E-Commerce Company

Location: Dubai

Contract Period: Permanent

Salary: AED 6,500/- (Negotiable)

Job Requirements:

• Experience in customer service & quality assurance.
• Certification in Six Sigma/Lean Management
• Very analytical and data driven.
• Great people skills and ability to communicate constructive (negative) feedbacks.
• Problem solving capabilities to create strategies to improve support quality.
• Excellent English Arabic verbal & written (Arabic Preferred)
• Ability to work with little supervision
• Having a good knowledge in MS office and presentations skills

Roles & Responsibilities:

• Maintain and develop internal support and call center quality standards.
• Providing on going feedback to support agents and improve their performance with specific instruction and constant support.
• Analyzing all customer service metrics (FRT, CSAT) and explaining the effect of these metrics on team performance (KPI).
• Creating training materials and onboarding programs.
• Training and coaching agents whenever required.
• Monitoring agent’s performance and team performance level.
• Contribute to the team culture in a positive manner.

(Mention subject as “QA Team Lead”)