Banking Quality Assurance Analyst – Complaints

ADIB - Abu Dhabi Islamic Bank; Abu Dhabi; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading bank in the UAE is seeking a Quality Assurance Analyst to ensure effective resolution of customer complaints. The successful candidate will perform quality evaluations and share findings with the team, while also managing daily updates and supporting team leaders. Candidates must possess strong analytical and communication skills, along with a bachelor's degree in finance or related fields. This position is open to UAE Nationals only.

Qualifications

• Experience in Contact Center, Customer Service, or complaints environment.
• Thorough understanding of banking systems, policies, products and procedures.
• Knowledge of banking laws, policies, procedures and practices.

Responsibilities

• Conduct quality evaluation for complaints resolution for the business groups.
• Share call quality check results and provide coaching when needed.
• Review duplicate complaints data and report to line manager.
• Validate tagging of invalid complaints.
• Manage daily follow-up sheets for customer communication.
• Support team leaders in enhancing call quality processes.

Skills

Customer focused

Excellent inter-personal and communications 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 ensure effective resolution of customer complaints. The successful candidate will perform quality evaluations and share findings with the team, while also managing daily updates and supporting team leaders. Candidates must possess strong analytical and communication skills, along with a bachelor's degree in finance or related fields. This position is open to UAE Nationals only.