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Senior Quality Specialist - Call Center

Justmop is rocking the region with its beautifully designed home services app and looking for brilliant minds and skilled professionals who can think outside the box and have a limit that defies the sky.

Do you envision shaping the future of home services in one of the fast-growing tech companies based in Dubai?

Then, don’t lose another second! Come onboard and be a part of this exciting adventure of growth and success and take over a key role in Senior Quality Specialist.

Join us and just shine with us!

About the job:

To design and deliver coaching programs for customer experience staff and provide updates and details on new services. The Senior Quality Specialist instructs and informs staff about system use and policies/process. Develops team skills in areas of customer experience and communication. Additionally, tracking staff performance to assess training effectiveness.

Your responsibilities would be:

  • Participates in design of call monitoring formats and quality standards.
  • Performs call monitoring and provides trend data to site management team.
  • Uses quality monitoring data management system to compile and track performance at team and individual level.
  • Monitors customer care email responses.
  • Participates in customer and client listening programs to identify customer needs and expectations.
  • Provides actionable data to various internal support groups as needed.
  • Coordinates and facilitates call calibration sessions for call center staff.
  • Provides feedback to call center team leaders and managers.
  • Prepares and analyse internal and external quality reports for management staff review.
  • Coordinate mentorship programs for new customer service representatives.
  • Schedule regular training sessions (e.g. monthly or quarterly).
  • Liaise with managers and team leaders to encourage on-the-job coaching (e.g. how to handle difficult client cases).

What you should have:

  • Bachelor's degree from an accredited university.
  • 2 to 3 years of related Call Center experience.
  • Excellent verbal, written and interpersonal communication skills.
  • Outstanding customer service skills and dedication to providing exceptional customer care.
  • Must be self-motivator and self-starter.
  • Focus on quality and customer service.
  • Exceptional listening and analytical skills.
  • Solid time management skills.
  • Must be able to effectively deal with people at all levels inside and outside of the Company.
  • Creative ability & writing proficiency.
  • Ability to multitask and successfully operate in a fast paced, team environment.
  • Must adapt well to change and successfully set and adjust priorities as needed.
  • Must be proficient with Microsoft Office (intermediate Word, basic Excel).
  • Bilingual a plus (Arabic and English).


We Care about you

Inquisitive Mind

Justmoppers Treats

  • Competitive salary.
  • Flexible working hours.
  • Continues team engagement activities and events.
  • Medical coverage.
  • Employee Referral Program.
  • Continuous learning with mentorship, coaching and on-the-job training.
  • Fast career growth.
  • Periodic internal training sessions to all employees.
  • Working with a great team and entrepreneurial working environment.
  • Special birthday day off.
  • Discounts and gifts vouchers.
  • Recognition & Reward Program.
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