Senior Officer- Quality Assurance

• Division: Personal, Wealth & Business Banking

Company Description

First Abu Dhabi Bank is an inclusive environment where each person values the experiences, perspectives, ideas, and beliefs of others. We’re in a unique position to learn from all our colleagues, combining international experience with deep cultural knowledge and local expertise. At FAB, you’ll have the support of your team and a strong relationship with your line manager, who will trust you with responsibility and recognize your good performance. As we embrace different ways of seeing the world, listening to each other and respecting different viewpoints, we grow stronger – together.

Job Description

Job Purpose:

The role holder is responsible for:

1. Assessing the quality of performance of BDU First Abu Dhabi Bank (FAB) and Dubai First (DF) agents dealing with existing and potential customers.
2. Managing the workflow which includes analytical procedures for Quality Assurance (QA) in the call evaluation process.
3. Ensuring the administration accuracy, appropriate recording, storage of records, and associated documentation.

ACCOUNTABILITIES:

1. Evaluate inbound and outbound calls to assess FAB and DF Business Development Unit (BDU) agents' technical accuracy, customer service performance, sales pitch, consistency of the call, and conformity to group policies and procedures.
2. Participate in the design of call evaluation checklists and quality standards.
3. Use quality evaluation data to compile and track performance at individual and team levels, providing actionable data to various internal stakeholders.
4. Ensure call details and specific feedback using the standard call evaluation checklist for tracking further training requirements.
5. Ensure call evaluation selection criteria are based upon agreed criteria: Smart calls, Booking calls, Non-sales/Non-Booking calls, NPS calls, RSA, and MetLife booking calls.
6. Report any fraudulent activities by agents noticed during call evaluations to GFRI and the respective Team Manager immediately. Escalate any rude or unprofessional behavior by agents towards customers to the Team Managers for appropriate action.
7. Handle all emails in the Inbox in a timely and efficient manner, including inquiries, complaints, Team Manager call feedback requests, exceptional booking cases, and appreciation emails from customers, as per TAT (24 to 48 hours).
8. Review and direct all emails pertaining to complaints against agents to the respective Team Manager for their feedback and resolutions.

Performance Boost Plan/1:1 Feedback sessions/Quality Parameter sessions:

1. Performance Boost Plan: Ensure agents with unsatisfactory and critical calls identified are encouraged and supported through their call evaluations. Assist agents in overcoming performance pitfalls at work and adapting to challenging situations step-by-step.
2. Feedback sessions: Conduct 1:1 feedback sessions whenever critical or unsatisfactory calls are identified, providing coaching, mentoring, and expressing expectations. Share and provide first-hand experiences of call evaluations for overall unit performance and service improvement.
3. Quality Parameter Sessions: Attend and assist in monthly training sessions conducted by the Business Knowledge team based on identified unsatisfactory and critical calls, and staff with repeated errors on the recommendation of Team Managers. Share knowledge and experience with agents to enhance productivity and efficiency, helping them achieve good call quality.

Professor K:

Coordinate communication and information sharing with agents whenever there is a new change in existing product or service features, tariff of charges, interest rates, VAT application, promotions, etc. Ensure knowledge is available in a timely manner, enabling informed decisions, improving efficiency, and creating better customer experiences.

Calls Scripts:

Establish guidelines to provide standard call flow, ensuring consistency in detail to reduce errors and improve productivity, customer satisfaction, and performance.

Call Calibrations:

Conduct call calibration sessions to ensure alignment between the QA team and relevant Team Managers in improving customer service levels and the effectiveness of calls handled by agents.

MIS and Reporting:

1. Consolidate all call details and feedback based on the evaluation matrix into a spreadsheet.
2. Prepare, analyze, and publish monthly quality reports for management and stakeholders.
3. Assist in preparing internal dashboards and action plans prior to Business Governance team meetings.

Other activities:

1. Assist in projects and investigations.
2. Learn about new products, procedures, and services as they are launched and share knowledge with team members.
3. Coordinate implementation, updates, and continuous use of ORM tools. Spread awareness of ORM in general and ORM tools.
4. Any other ad-hoc assignments requested by BDU Team Managers, VP - CBG Channels Control, and SVP, Head of Business Governance.

Qualifications

Specific Knowledge:

Basic computer skills, good communication skills, and attention to detail.

Minimum 1 year experience in the same or similar role.