Call Center & Data Management Supervisor – Rent A Car

Job Title:

Department: Call Center & Data management Supervisor

Salary: AED 3,000 – AED 4,000 per month

Location: Ras Al Khor, Dubai, UAE

Employment Type: Full-Time

Reports To: Branch Manager

Weekly Off: 1 Day

Job summary:

We are looking for a detail-oriented Call Center Quality Assurance Supervisor / Quality Analyst to monitor, evaluate, and improve the quality of customer interactions within our Car Rental business.

The successful candidate will review calls, WhatsApp conversations, and customer interactions to ensure our agents follow company standards, provide excellent customer service, and achieve high-quality performance. The role focuses on quality monitoring and coaching, not on taking customer calls.

Key Responsibilities

• Monitor and evaluate inbound and outbound customer calls.
• Review customer conversations conducted through WATI (WhatsApp Business).
• Listen to recorded calls and assess agent performance using quality standards.
• Ensure agents follow company policies, scripts, and customer service procedures.
• Identify communication gaps and areas requiring improvement.
• Prepare daily, weekly, and monthly quality analysis reports.
• Provide constructive feedback and coaching recommendations to team leaders and agents.
• Track quality scores and maintain performance records.
• Monitor customer satisfaction and identify recurring customer issues.
• Work closely with Operations and Branch Management to improve service quality.
• Ensure compliance with company policies and quality assurance processes.

Requirements

• Minimum 2 years of experience in Call Center Quality Assurance or Call Center Supervision.
• Experience in the UAE Car Rental industry is highly preferred.
• Experience using (WhatsApp Business Platform) is an advantage.
• Experience reviewing call recordings and evaluating customer interactions.
• Strong analytical and reporting skills.
• Excellent English communication skills (Arabic is an advantage).
• Good knowledge of Microsoft Excel, Word, and reporting tools.
• Ability to provide coaching and performance feedback professionally.
• Strong attention to detail and organizational skills.

Preferred Skills

• Quality monitoring and auditing.
• Performance analysis.
• Customer service excellence.
• Reporting and KPI tracking.
• Coaching and mentoring.
• Problem-solving and decision-making.
• Time management and multitasking.

Interested candidates can send their CVs to hr@veslamotors.com / hr.assist@veslamotors.com. Please do not forget to mention the Job position “

Call Center & Data management Supervisor

“in the subject line.

Good Luck with your Job Hunt.