Position: Call Centre Quality Specialist / Call Centre Operation Specialist

Date Posted: March 16, 2026

Industry: Customer Service / Contact Center Operations

Employment Type: Contract (1 Year, Extendable)

Experience: Minimum 12 years of relevant experience in contact center operations and customer service environments

Qualification: Estimated Qualification like Bachelor Degree holder, Diploma/Degree/Certificate in Business Administration, Management, or related field

Salary: AED 15,000 – AED 18,000 per month + benefits as per UAE Labour Law

Location: Dubai, United Arab Emirates

Company: Confidential (Government Client)

Description:
A leading Government organization in Dubai is seeking Call Centre Quality Specialists / Call Centre Operation Specialists to join their team on a one-year contract basis, with the possibility of extension. This role is designed for highly experienced professionals who have a strong background in contact center operations, customer service, and quality management. The selected candidates will ensure that service delivery standards align with Dubai Government quality frameworks and help enhance operational efficiency across the contact center.

The role requires individuals who are adept at evaluating systems and processes, conducting audits, and implementing policies that promote excellence in service delivery. Candidates will work closely with internal teams to monitor quality standards, assess operational effectiveness, and ensure compliance with service indicators including the Dubai Model and 360 Services. This is an excellent opportunity to contribute to a high-profile government initiative while applying best practices in contact center operations.

Key Responsibilities:

• Service Quality Monitoring: Conduct internal audits, assessments, and self-evaluations to ensure contact center operations meet established service standards.
• Operational Oversight: Monitor and review operational processes to maintain efficiency and compliance with organizational quality requirements.
• Policy Development: Assist in developing and updating service delivery standards, frameworks, and operational guidelines.
• Technical Expertise: Apply a strong understanding of contact center systems, technologies, and operational tools to support service excellence.
• Government Standards Compliance: Ensure adherence to Dubai Government service indicators, quality frameworks, and excellence policies.
• Performance Reporting: Prepare reports on quality assessments, operational performance, and compliance metrics to support continuous improvement initiatives.

Requirements:

• Professional Experience: Minimum of 12 years in contact center operations and customer service management.
• Technical Knowledge: Strong familiarity with contact center systems, technologies, and operational frameworks.
• Government Standards Awareness: Knowledge of Dubai Government quality standards, the Dubai Model, and 360 Services is essential.
• Process Evaluation Skills: Experience conducting audits, internal assessments, and evaluating operational effectiveness.
• Policy Knowledge: Understanding of excellence policies and related frameworks applicable to service delivery.
• Communication Skills: Excellent verbal and written communication abilities to coordinate with teams and prepare detailed reports.

This position is ideal for senior professionals who wish to leverage their expertise in contact center operations within a prestigious government organization while driving operational excellence and service quality improvements.