Cupola Tele Services (CTS) Careers 2023 Apply Online For Quality Analyst – English and Arabic Speaker- Call/Contact Center Background Vacancy In UAE Employment News Dubai on 16th Jan 2023 for Quality Analyst – English and Arabic Speaker- Call/Contact CenterBackground Vacant Position in Cupola Tele Services (CTS). This Gulf Job News is about a new employment opportunity in Cupola Tele Services (CTS) for Quality Analyst – English and Arabic Speaker- Call/Contact CenterBackground position. Anyone from Gulf Countries with required eligibility and qualifications may apply online for Quality Analyst – English and Arabic Speaker- Call/Contact CenterBackground vacancy in Dubai country. Read the full Employment News today for latest jobs vacancies in Gulf Countries for 2023.

» It is a great career News for the job seekers from Dubai and other countries in Gulf regions who wanted to go for Quality Analyst – English and Arabic Speaker- Call/Contact CenterBackground position in their vicinity. Read on the important job details to find out if you are suitable to apply for this vacancy in Cupola Tele Services (CTS) company in Dubai.

» If you were looking to apply for office assistant post in Dubai country then this recruitment from Cupola Tele Services (CTS) could be the end of your search for employment in Gulf location. If you want to know the benefits and perks included in this job in Cupola Tele Services (CTS) company then you should read about this on their official website or you can ask expert opinion on the Internet before joining the company.

Gulf Jobs for Quality Analyst – English and Arabic Speaker- Call/Contact CenterBackground Post in Dubai » Apply Online for Careers & Vacancy in Cupola Tele Services (CTS)

Dear job seeker/applicant, we have recently discovered from the official website of Cupola Tele Services (CTS) that they need eligible and apt candidates for office assistant role in their company for Dubai location. For this to know that if you are eligible to apply for office assistant post in Cupola Tele Services (CTS), read the below written job description for this temporary/permanent career and employment opportunity in Dubai. This position in Cupola Tele Services (CTS) is for contractual basis, but if you perform satisfactory then the job could be for permanent basis, to know this please read the job policy of the company: Cupola Tele Services (CTS).

To apply for this post in Cupola Tele Services (CTS), Dubai you need to fill a simple online application there on their portal. For this you may need to register and login or/and submit your resume.

Quality Analyst – English and Arabic Speaker- Call/Contact CenterBackground Post in Cupola Tele Services (CTS) » Job at a Glance

Organization/Company Name: Cupola Tele Services (CTS)

Job Profile: Quality Analyst – English and Arabic Speaker- Call/Contact Center Background

Job Location: UAE

Employment Type: Private Sector Job in Gulf Region (UAE)

Monthly Salary: AED 2000.00-6000.00 Per Month

Job Type: Full-time, Permanent

Cupola Tele Services (CTS) » Job Description for Quality Analyst – English and Arabic Speaker- Call/Contact CenterBackground Employment Opportunity for Dubai

Full Job Description

Job Purpose:

· Quality Assessments involve call monitoring activities, evaluation of process adherence, and the analysis and benchmarking of individual, team, and overall performance results and trends against target contact center metrics.

· The incumbent will assess the uniformity of Quality across all levels within Contact Centre and provide recommendations for subsequent Quality Improvements

· To complete the Quality Assessments for Contact Center as per the defined process.

Span of Control:

Direct Reports: (Call Centre Agents)

Indirect Reports: (NA)
Key Results Accountabilities:
· Identify and suggest changes to predetermined quality guidelines and policies

· Develop and maintain Quality Assurance procedure documentation

· Support technical support staff identify and resolve defects

· Maintain and develop internal support and call center quality standards

· Review a subset of support agents’ conversations (calls, emails, chat, SMS)

· Accompany evaluations with meaningful and constructive feedback

· Analyze all customer service metrics (e.g. CSAT) and how the Customer Service team’s performance affects those KPIs

· Help agents improve their performance with specific instructions and constant support

· Map the need for training and on-boarding programs and initiate these projects

· Monitor customer service performance on the agent and team level

· Contribute to the team culture in a positive manner

· To provide weekly/monthly reporting for the business and each department/individual averages and to highlight specific areas needing action (with suggested improvements) in-line with QA TLs

· To provide managers with analysis /reports on trends happening across all departments as per requirement.

· To update, create and develop quality monitoring tools and scripts, identifying better and more efficient ways of doing things

· To liaise with the Team Managers, Team Leaders and Supervisor on any changes that will impact upon them or to discuss and resolve any quality or customer service related issues that they have

· To establish and implement new processes and procedures to help drive levels of Quality, including agent development plans and coaching frameworks

· Review and conduct needs analysis on all areas related to quality and recommends optimal process solutions (training and operational processes) to achieve KPI and high customer satisfaction scores in line with QA TL

· Ensure the use of call quality guidelines for all evaluations are met at all times by all members across the organization

· Ensure the production of Call Quality Reports pertaining to results and performance at various levels as per the required frequencies

· Ensure each and every member in the team has received feedback at all time

· 100% feedback acceptance ratio to be tracked and monitored for the team

· Manage all aspects of day-to-day quality team operations to ensure implementation and deployment of Call Quality standards across all levels

Critical Competencies:

· Plan and coordinate quarterly Quality programs for the Contact Center team aimed at improving the overall quality and motivation of the team

· Perform internal quality audits (e.g. periodic audits of key customer-related processes to determine process control and efficiencies) and recommend changes in-line with QA TL as per requirement.

· Demonstrate mastery and comprehension of quality standards.

· Demonstrate proficiency with respect to the client-specific service process

· Identify and Escalate Process/Product/Systems/Information related concerns/issues impacting overall call quality or customer satisfaction scores

· Identify and escalate any ambiguity in information if any.

· Ensure the team is updated with all accurate and timely updates by auditing the team through mystery shopping.

· Help operation enhance performance by closely tracking and monitoring the use of hold/mute/dead-air/PCW.

· Actively participate in mystery shopping campaigns to enhance overall customer satisfaction scores of contact center

· Ideate/Innovate initiatives/drives or campaigns to improve overall call quality and customer satisfaction scores.

· Ensuring there’s an equal balance of remote and live monitoring of calls; live call monitoring to be used as a mechanism to identify real-time challenges in terms of ease of access of information, system usage

· Identify consistent outliers (low performers) within the team and recommend for coaching sessions to L&D team.

· Ensure coverage of minimum 8 hours login; 2 hours per week on handling live calls are met at all time.

· Ensure the operation team is following all current updates on call by doing a random audit on the new update, errors to ensure 100% compliance.
Communications And Working Relationships:
· External: Customers.

· Internal: All Departments; to include Strategic partner

· In addition, current / potential Business and Technology partners

Knowledge, Skills, Experience:

· Min 3+ year work experience within Contact Center operations environment or 4+ external leadership level

· Excellent Arabic and English language skills, both spoken and written, Hindi is an additional

· Excellent people skills and ability to communicate (negative) feedback

· Ability to respond and adapt to rapid change and responsibility

· Computer-literate performer with extensive software proficiency covering wide variety of applications.

· Flexible team player who thrives in environments requiring ability to effectively prioritize and juggle multiple concurrent projects.

· Innovative problem-solver who can generate workable solutions and resolve complaints.

· Excellent presentation skills

· Data management and analytics skills

Job Types: Full-time, Permanent

Salary: AED 2000.00-6000.00 per month


  • Quality Analyst: 2 years (Required)

» Apply for Quality Analyst – English and Arabic Speaker- Call/Contact CenterBackground Jobs in Dubai for Cupola Tele Services (CTS) Company

Quality Analyst – English and Arabic Speaker- Call/Contact CenterBackground Online Job Application: Apply Now

Helpful Tips to Submit your Application Online »

First of all, we want to state that the tips and steps mentioned here may be different then the actual online application @Cupola Tele Services (CTS). So, the tips as mentioned below are indicative and not accurate or exact, st to speak.

  • Visit the official website of Cupola Tele Services (CTS) with the help of the link as given above ( please, click on “Apply Now” link for that)
  • If you are not redirected to the career and jobs page then see a link/words that refer to latest jobs. Or, in other words, look out for such kinds of links on the website: Career/Employment./Jobs/Vacancies/etc.
  • Once you find the recruitment page on Cupola Tele Services (CTS) website then look out for the job listing that refers to “Quality Analyst – English and Arabic Speaker- Call/Contact CenterBackground” job advertisement.
  • Next, click the employment notification, read it and if you meet the eligibility for Quality Analyst – English and Arabic Speaker- Call/Contact CenterBackground post then you should apply online to participate in the recruitment hiring by Cupola Tele Services (CTS).
  • Some sites ask for a registration/signup to apply for the vacancy while others just need you to fill the details in an embedded online application form without login.


It is great to have you visited on our, we sincerely thank you for that! We advise you to check the official website of Cupola Tele Services (CTS) thoroughly and see if there are other active jobs as well apart from this Quality Analyst – English and Arabic Speaker- Call/Contact CenterBackground job. As you may be knowing that it is not possible to cover all the career vacancies in the company on timely basis.

And, whether you are a fresher or experienced candidate, you should visit our portal frequently to find out the suitable jobs for yourself in Gulf regions nearby you! We publish all kinds of job vacancies for Gulf countries, like as private sectors, government sectors, and Semi-govt sectors in all over the Gulf Countries, i.e Bahrain, Dubai, Iraq, Oman, Qatar, Saudi Arabia, and The United Arab Emirates(UAE, i.e: Dubai, Ajman, Dubai, Fujairah, Ras Al Khaimah, Sharjah, and Umm Al Quwain).

For Gulf Jobs 2023 similar to the Quality Analyst – English and Arabic Speaker- Call/Contact CenterBackground Position in Dubai, Be Sure to Make Regular Visits on our portal, which is reachable @


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