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Compliance & Quality Analyst – Customer Support

2 days ago 2026/06/26
Full time
500 Employees or more · Accounting

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Job description


 United Arab Emirates

 Contract

 Industry: Internet - ECommerce

 Experience: 5 years

 Posted On: Apr 22, 2026

Role Overview


We are setting up a dedicated compliance and quality function within Customer Support to proactively conduct daily audits across all customer touchpoints, identify gaps, and drive improvements across all business units. This role focuses on reviewing customer interactions and internal workflows to strengthen the CS ecosystem and prevent escalations.


Key Responsibilities


  • Audit customer interactions calls, emails, live chat, and social media on a daily basis

  • Review Customer Support processes on a case-by-case basis across workflows
  • Identify process gaps, agent errors, SOP deviations, and experience failures with clear root cause analysis
  • Assess interactions for tone, accuracy, empathy, resolution quality, and alignment with our service standards
  • Publish daily audit summaries highlighting finding directly to relevant CS leads over
  • Key defects
  • Top recurring issues
  • Agent/team-level observations
  • Maintain a centralized audit dashboard tracking:
  • Defect categories
  • Trends, recurring issues and surface patterns
  • Repeat issues
  • Team-wise performance
  • Drive weekly and monthly insights to leadership, focusing on:
  • Systemic gaps
  • Process inefficiencies
  • Training opportunities
  • Establish and monitor a closure mechanism:
  • Track action items
  • Ensure timely resolution
  • Re-audit for effectiveness
  • Ensure adherence to SOPs, communication standards, and compliance guidelines
  • Support calibration sessions to maintain audit consistency

Impact & Ownership

  • Act as a governance layer driving accountability across HODs, not just reporting issues
  • Enable CS teams to take corrective actions through clear, actionable insights leading to reduction in escalations
  • Improve quality, consistency, and accountability across CS
  • Act as an independent control layer within the support ecosystem


Skills

Requirements

  • 1 to 3 years experience in CS Quality auditing framework.
  • Exposure to high-volume support environments (e-commerce preferred)
  • Strong understanding of CS workflows and operational challenges
  • Ability to identify root causes, not just symptoms
  • High attention to detail and structured thinking
  • Clear and concise communication skills
  • Comfortable working with data, reports, and trend analysis
  • Fluent in Arabic and English (mandatory)
  •  
  •  
  • —------------

 

  • Write reports worth reading: Clear, structured, and specific enough that frontline teams can act on them immediately without needing a follow-up conversation.
  • Keep the record clean: Maintain well-organised audit logs, scores, and observations that leadership can rely on for weekly, monthly, and strategic reviews.
  • Make sure findings land: Work closely with team leads and trainers to ensure your recommendations move from the page to actual practice on the ground.
  • Keep the standards honest: Contribute to scorecard design, flag systemic issues early, and join calibration sessions so quality scoring stays consistent, fair, and trusted across the board.


This job post has been translated by AI and may contain minor differences or errors.

Preferred candidate

Residence location
United Arab Emirates
Nationality
All Arab Countries
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