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Quality Assurance Analyst
Job summary
A leading financial institution in the UAE is seeking a Quality Assurance Analyst to perform evaluations for complaints resolution across various business groups. This role involves conducting quality checks, coaching team members, and ensuring adherence to banking standards. The ideal candidate will have a strong customer service background and a bachelor's degree in a related field. Note that this position is specifically open to UAE Nationals.
Qualifications
- Experience in Contact Center Customer Service or complaints environment.
- Thorough understanding of banking systems policies and products.
- Experience in service delivery and customer experience.
Responsibilities
- Conduct quality evaluation for complaints resolution.
- Share quality check results and coach team officers.
- Validate tagging on invalid complaints.
Skills
Education
Role: Quality Assurance Analyst
Location: Abu Dhabi
Perform quality evaluation for complaints resolution for ADIB business groups and ADIB subsidiaries.
Responsibilities:
- Conduct quality evaluation for complaints resolution for ADIB business groups and ADIB subsidiaries
- Share call quality check results with the team and provide required coaching wherever needed for officers
- Review duplicate complaints data and do monthly reporting to line manager / HOD
- Conduct checks on invalid complaints to validate the tagging done by officers
- Update and manage daily follow up sheet and provide daily updates to officer for customer communication on their request
- Support team leaders in enhancing the call quality process / standards
- Customer focused and managing relationship within the banks rules regulations and interest.
- Experience in Contact Center Customer Service or complaints environment.
- Excellent inter-personal and communications skills with good language command.
- Thorough and detailed understanding of ADIBs systems policies products and procedures.
- Excellent analytical skills to enable resolution of complex and address through root cause analysis.
- Experience working in Contact center customer service and problem-solving role.
- Knowledge of banking laws policies procedures and practices.
- Banking experience in service delivery and customer experience.
- Bachelors degree holder in Banking Finance or related field.
This position is for UAE Nationals only.
Required Experience: IC
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.