Quality Assurance Officer

Overview

Ensuring call, lead, and complaint quality compliance and driving continuous improvement.

Key Responsibilities

• nps analysis
• complaint reporting
• call audits
• crm management
• quality checks
• qa framework

Tasks

The Quality Assurance Officer ensures that client interactions, lead management, and complaint-handling processes meet Provident’s internal quality standards, compliance requirements, and customer-first values. This role plays a critical part in maintaining service excellence, driving continuous improvement, and safeguarding client trust through structured monitoring, analysis, and feedback mechanisms. -Identify potential business leads and recommend reassignment to active agents as instructed by the CIO. -Analyze NPS trends, preparing monthly insight reports for management. -Deliver monthly complaint trend reports with improvement recommendations. -Investigate recurring quality issues, complaints, or low NPS feedback. -Conduct daily random quality checks on inbound and outbound agent-client calls. -Provide constructive feedback to agents to drive performance improvements and consistency in service delivery. -Recommend training and process improvements based on client feedback insights. -Maintain thorough complaint records in the CRM, tracking issues, actions taken, and final outcomes. -Partner with Sales, Customer Service, and Operations teams to ensure client interactions reflect Provident’s quality promise. -Identify operational bottlenecks or patterns contributing to service gaps. -Audit all junked/discarded leads to confirm genuine client disinterest. -Work closely with the CIO to design corrective and preventive measures. -Manage complaints submitted via Google Reviews, Complaints Form, Reception, or other channels. -Conduct follow-up calls with clients to capture NPS ratings and qualitative feedback. -Ensure CRM protocols and guidelines are strictly followed in lead handling. -Verify adherence to lead management procedures, escalating deviations to line managers or the CIO. -Assess compliance with internal quality standards, professional communication etiquette, and regulatory requirements. -Acknowledge, document, and escalate complaints to the appropriate teams for timely resolution. -Conduct targeted call checks for special business needs, campaigns, or agent performance concerns. -Contribute to the design and refinement of QA frameworks, templates, and evaluation rubrics. -Provide evaluation summaries and insights for short-term initiatives or projects.

Requirements

• excel
• crm
• bitrix24
• nps
• rca
• 1-2 years

What You Bring

3. Net Promoter Score (NPS) & Client Feedback 4. Root Cause Analysis (RCA) -Experience in real estate brokerage or sales industry. -Knowledge of Root Cause Analysis techniques (e.g., 5 Whys, Ishikawa Diagram). -Advanced Microsoft Excel skills (pivot tables, charts, formulas) for data analysis. -Strong problem-solving skills with expertise in identifying and addressing root causes. -1–2 years of experience in quality assurance, customer service, sales, or real estate. -Proven track record in quality monitoring, client communication, and complaint resolution. -Excellent written and verbal communication in English (Arabic proficiency is a plus). -Ability to manage multiple tasks, prioritize effectively, and perform under pressure. -Strong documentation and reporting abilities to present insights clearly and concisely. -Proficiency with CRM platforms (e.g., Bitrix24) and feedback tools (e.g., Google Reviews). -Client-first mindset and proactive approach to continuous improvement. -Awareness of compliance and regulatory standards in sales, customer service, or real estate. -Familiarity with Net Promoter Score (NPS) methodology and customer satisfaction metrics. -High attention to detail with an analytical and structured approach.

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About Provident Real Estate

-Provides full-service offerings including property acquisition, leasing, marketing, and asset management. -Secured exclusive rights on landmark developments like Habtoor Tower, signaling deep developer partnerships. -Hosts global investment roadshows (Dallas, LA, DC) to connect international clients with Dubai projects. -Publishes its own luxury-branded coffee-table book showcasing premier UAE developments. -Introduced subsidiaries such as Premier Finance and Precision Inspection to streamline mortgages and due diligence.

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