Banking QA Analyst - Call Center Quality & Analytics

Abu Dhabi Islamic Bank; United Arab Emirates; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading bank in the UAE is seeking a Quality Assurance Analyst to conduct evaluations of complaint resolutions within the organization. The role requires experience in a customer service environment, focusing on enhancing call quality processes and ensuring adherence to banking policies. The ideal candidate should possess excellent analytical skills and hold a Bachelor’s degree in a relevant field. This position is exclusively for UAE Nationals.

Qualifications

• Experience in Contact Center, Customer Service, or complaints environment.
• Thorough understanding of banking systems, policies, and procedures.
• Ability to conduct root cause analysis.

Responsibilities

• Conduct quality evaluations for complaint resolutions.
• Share call quality check results with the team.
• Review duplicate complaints data for monthly reporting.

Skills

Customer focused

Excellent inter-personal skills

Analytical skills

Education

Bachelor's degree in Banking, Finance or related field

Job description

A leading bank in the UAE is seeking a Quality Assurance Analyst to conduct evaluations of complaint resolutions within the organization. The role requires experience in a customer service environment, focusing on enhancing call quality processes and ensuring adherence to banking policies. The ideal candidate should possess excellent analytical skills and hold a Bachelor’s degree in a relevant field. This position is exclusively for UAE Nationals.