Quality Assurance Analyst

Company: Clover Services

Location: Dubai · UAE

Category: Financial Services

Job Description: **Job Description**

This position is responsible for the monitoring and evaluation of inbound and outbound calls to ensure adherence to company policies, industry regulations, and established quality standards. The incumbent will conduct performance analysis through the examination of call data to identify trends, areas requiring improvement, and requisite training needs. Furthermore, this role involves the provision of constructive feedback to customer service representatives, facilitating coaching sessions designed to enhance individual performance and overall service quality. Responsibilities include the preparation of comprehensive reports detailing call quality metrics, compliance concerns, and general performance, with findings presented to management. Collaboration with various departments will be undertaken to develop and implement strategies aimed at process enhancement and quality improvement initiatives. The incumbent must remain current on industry regulations and ensure all customer interactions are conducted in compliance with applicable laws and guidelines. Prior experience in call auditing, quality assurance, or customer service within the financial or forex industry is highly desirable. Candidates should possess strong analytical skills, demonstrating the ability to analyse data, identify patterns, and formulate data-driven recommendations. Excellent verbal and written communication skills are essential, with the capacity to deliver clear and constructive feedback. A meticulous approach to call evaluation and accurate documentation of findings is required. Technical proficiency in call monitoring software, quality assurance tools, and MS Office applications is necessary. This role is vital in maintaining exceptional customer service standards and ensuring regulatory compliance within the dynamic forex industry.