Quality Assurance Officer
Job description / Role
Job TypeFull Time
Job Location
Dubai, UAE
Nationality
Any Nationality
Salary
Not Specified
Gender
Not Specified
Arabic Fluency
Not Specified
Job Function
Customer Service
Company Industry
Retail
About the company
6thStreet.com is an omnichannel fashion & lifestyle destination that offers 1400+ fashion & beauty brands in the UAE, KSA, Kuwait, Oman, Bahrain & Qatar. Customers can shop the latest on-trend outfits, shoes, bags, beauty essentials and accessories from international brands such as Tommy Hilfiger, Calvin Klein, Hugo, Marks & Spencer, Dune London, Charles & Keith, Aldo, Crocs, Birkenstock, Skechers, Levi's, Nike, Adidas, L'Oru00e9al, and Inglot amongst many more.6thStreet.com recently opened GCC's first phygital store at Dubai Hills Mall; an innovative tech-led space which combines the best of both online & offline shopping with online browsing & smart fitting rooms.
Overview:
As a quality assurance officer, you will be responsible for monitoring and evaluating our customer service representatives' performance to ensure compliance with company policies and standards. You will provide actionable feedback to improve service quality and customer satisfaction.Your keen eye for detail and commitment to excellence will contribute to our team's success by enhancing the overall customer experience.
Job duties & responsibility:
- Conduct regular monitoring and evaluation of customer service interactions, including phone calls, emails, chat sessions, and social media engagements.
- Develop and maintain quality assurance standards and processes in line with company objectives and industry best practices.
- Identify training needs and collaborate with the training department to develop and implement effective training programs.
- Provide detailed feedback to customer service representatives on their performance, highlighting strengths and areas for improvement.
- Prepare and present regular reports on QA findings, trends, and improvement opportunities to management.
- Facilitate calibration sessions to ensure consistency in quality evaluations and feedback across the team.
- Participate in the development and revision of customer service policies and procedures to enhance quality and efficiency.
- Work closely with the customer service management team to identify strategies for improving customer satisfaction and loyalty.
- Stay updated on industry trends and customer service best practices to continuously improve quality assurance processes.
Required qualifications:
- Bachelor's degree in business administration, communication, or a related field.
- Proven experience in a quality assurance role, preferably within a customer service environment.
- Excellent analytical skills and attention to detail.
- Strong communication and interpersonal skills, with the ability to provide constructive feedback effectively.
- Familiarity with quality assurance software and tools.
- Ability to work independently and as part of a team.
- Knowledge of customer service metrics and how to interpret them.
- Proficiency in data analysis and report writing.
Benefits:
- Full-time role
- Competitive salary
- Company employee discounts across all brands
- Medical & health insurance
- Collaborative work environment
- Good vibes work culture.
About the Company
The Apparel Group is a global fashion and lifestyle brand conglomerate residing on the crossroads of a modern economy - Dubai, UAE. The mercurial growth in the last 17 years has been by acquiring a host of world class fashion labels from around the world - Nine West, Tommy Hilfiger, Kenneth Cole, Aldo & Tim Hortons just to name a few.
Today the group caters to thousands of eager shoppers through its over 1530 stores, 75 International brands and employing 12,000 multi cultural staff in over 4 continents. Apparel believes in turning dreams in to reality and we give everyone - our customers, our stakeholders, our employees - an equal opportunity to do so.
Apparel group has carved its strong presence not only in the UAE, Kuwait, Qatar, Bahrain, Oman, and Saudi Arabia but opened thriving gateways to market in India, South Africa, Poland, Singapore, Jordan, Indonesia, Thailand and Malaysia. Additionally, clear strategies are in place to enter emerging markets such as Hungary, Pakistan, Egypt and Philippines.
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