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Job Description

We are one of the largest insurance brokers in the UAE and looking for a driven, experienced and dynamic Quality Analyst for our growing QA team.

  • In this position a Quality Analyst is responsible for assessing the customer experience / productivity and ensuring quality assurance standards set by the company.
  • The role requires auditing, analyzing and reporting to strive for excellence when providing service to the clients.

Work Remotely:

  • Yes


  • 51.5 hours per week

Working Hours:

  • 10:00AM to 7:30PM PKT (9:00 AM to 6:30 PM GST) Sundays to Thursdays and 10:00AM to 2:00PM PKT (9:00 AM to 1:00 pm GST) On Saturdays

Duties and Responsibilities:

  • Aligns quality standards to adhere to current company standards
  •  Evaluates agent service delivery and product knowledge and provides associated feedback and suggestions to enhance the customer experience and productivity
  • Compiles statistical data with narratives and present findings to the team and stakeholders
  • Identifies and analyzes irregularities or trends and uses findings to improve the customer experience and the sales conversion rates
  • Manages short-term projects as they relate to the Quality and Process improvement and/or Customer Experience
  • Provides assessment and action plan to agent, team, or department and provides reporting with root cause analysis to Manager, on areas of improvement
  • Supports introductory and advance soft skills, product and/or technical training sessions
  • Manage communication and adherence to the company’s policy and procedure changes
  • Motivate and engage agents to maintain and exceed quality standards and expectations

Desired Skills and Experience:

  • Bachelor’s Degree or in-lieu of degree equivalent education and work-related experience
  • At least 1-3 years of experience in Customer Service and or Telesales
  • Capable of producing adequate quality and quantity of work
  • Must possess effective verbal and written communication skills
  • Collaborate across departments and with people at different levels within the organization to accomplish a common goal
  • Communicate information in a clear, well organized and professional manner
  • Ability to adapt to new situations, learn quickly and multitask in a constantly changing and fast-paced environment
  • Proficient with Microsoft office applications
  • Candidates ready to join immediately will be given preference

Technical requirements:

  • Laptop / Desktop (Core i5 or I7) 7th gen till 11th gen, 8gb ram, 500GB HDD above or 240GB SSD) with webcam
  • Headset - USB based headset, noise-cancel ling
  • Required Internet Speed: ping below 5ms, Download speed 10Mbps above, Upload speed 3Mbps above for stand-alone connection
  • Uninterrupted power supply system
  • Environment: quiet background facilitating outgoing and incoming calls

Job Details

Functional Area:
Total Positions:
1 Post
Job Shift:
First Shift (Day)
Job Type:
No Preference
Minimum Education:
Career Level:
Experienced Professional
Minimum Experience:
1 Year
Apply Before:
May 14, 2021
Posting Date:
Apr 13, 2021
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Afia Insurance Brokerage LLC

Insurance / Takaful · 301-600 employees - Islamabad, Karachi, Lahore, Rawalpindi


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