Banking QA & Compliance Specialist

Rakbank; Ras al-Khaimah; On-site; AED 120,000 - 180,000; Full time

Job summary

Rakbank is seeking a Quality Assurance Specialist to monitor and evaluate interactions between Customer Experience Hub staff and customers, ensuring adherence to service quality standards, procedures, and regulatory requirements.

The role provides constructive feedback, identifies performance gaps, and supports process improvements through training, data analysis, and reports, contributing to exceptional customer service and compliance.

Qualifications

• 3–5 years of experience as a quality specialist in banking or financial services.
• Experience in a regulated environment with compliance and audit exposure.
• Experience in UAE/GCC banking is advantageous.

Responsibilities

• Review recorded customer interactions to ensure quality and documentation.
• Provide constructive feedback to improve service quality.
• Maintain knowledge of products, policies, and regulatory requirements.
• Prepare quality reports and present trends to management.
• Coordinate with Compliance, Risk, and business units on findings.
• Support calibration meetings and quality review discussions.

Skills

Quality assurance

Data analysis

Feedback

Regulatory compliance

MS Office

Quality monitoring

Tools

Quality monitoring system

MS Office

Job description

Rakbank is seeking a Quality Assurance Specialist to monitor and evaluate interactions between Customer Experience Hub staff and customers, ensuring adherence to service quality standards, procedures, and regulatory requirements.

The role provides constructive feedback, identifies performance gaps, and supports process improvements through training, data analysis, and reports, contributing to exceptional customer service and compliance.