Assistant Manager - Call Center Quality Assurance

Bayut & dubizzle have the unique distinction of being iconic, homegrown brands with a strong presence across the seven emirates in the UAE. Connecting millions of users across the country, we are committed to delivering the best online search experience.

As part of Dubizzle Group, we are alongside some of the strongest classified brands in the market. With a collective strength of 8 brands, we have more than 160 million monthly users that trust in our dedication to providing them with the best platform for their needs.

As the Assistant Manager – Quality Assurance, you will be responsible for ensuring the highest level of service delivery by leading the quality assurance processes and enhancing customer experience across all touchpoints. You will be involved in developing quality standards, conducting audits, and using data-driven insights to continuously improve processes and customer satisfaction. You will also ensure that the team provides seamless customer journeys while adhering to company policies and best practices.

In this role you will:

• Design and implement comprehensive quality assurance frameworks that set clear service standards and ensure consistency across all customer interactions;
• Conduct regular audits of customer interactions (voice, chat, email) to evaluate adherence to defined quality standards. Ensure compliance with Standard Operating Procedures (SOPs) and take corrective actions where necessary;
• Identify gaps in current processes and introduce quality enhancements to ensure service excellence and minimise errors;

• Gather and analyse customer feedback from various touchpoints (surveys, NPS, reviews) to identify common issues, pain points, and improvement opportunities;
• Lead initiatives to improve the overall customer experience by streamlining customer service processes and addressing identified gaps in the customer journey;
• Foster a customer-centric culture within the team, ensuring every decision and action taken aligns with enhancing customer satisfaction and loyalty;

• Provide clear leadership to the team by mentoring quality specialists and customer service representatives, ensuring they are aligned with company goals and customer needs;
• Develop and implement regular training programs to continuously improve the team's skills in handling customer queries and delivering high-quality interactions;
• Conduct regular performance reviews, provide constructive feedback, and develop action plans to address any performance gaps, ensuring the team's continuous professional development;

• Assess current service delivery processes to identify bottlenecks, inefficiencies, and areas for improvement;
• Use customer insights and data to recommend and implement changes that streamline operations, reduce handling time, and improve the overall quality of service;

• Continuously monitor quality and performance metrics, including customer satisfaction scores, first response times, and resolution rates, ensuring they meet or exceed targets;
• Develop and present clear, actionable reports to senior management, highlighting trends, challenges, and areas for improvement;
• Utilize data insights to recommend strategic improvements to customer service operations and ensure alignment with business objectives;

• Handle escalated customer complaints, ensuring quick and effective resolution to minimize customer dissatisfaction and prevent future issues;
• Conduct root cause analysis on recurring complaints to identify underlying issues and implement long-term solutions to prevent reoccurrence;
• Ensure that all complaints are logged in the system, tracked until resolution, and reviewed for any process improvements or policy changes;

• Identify repetitive manual tasks that can be automated, such as reporting, monitoring, or routine interactions, to boost efficiency and reduce errors.
• Continuously review and optimize digital workflows to ensure they improve operational performance and enhance the overall customer experience.