Banking Quality Assurance & Complaint Analytics Specialist

Dicetek LLC; Dubai; On-site; AED 120,000 - 190,000; Full time

Job summary

Dicetek LLC is seeking a Quality Assurance professional to oversee QA reviews of customer complaint cases and to ensure compliance with policies and regulatory requirements. The role emphasizes evaluating investigations, assessing communications, and identifying trends to drive improvements.

You will lead MIS reporting efforts, develop dashboards, analyze complaint data, and present insights to management. The ideal candidate brings 3–5 years in QA or MIS roles, strong analytic skills, and the

Qualifications

• 3-5 years of experience in Quality Assurance, Customer Complaints Management, Customer Service Quality, Risk & Compliance, or MIS Reporting.
• Experience within the banking, financial services, or customer service environment is preferred.
• Proven experience in data analysis, reporting, and performance monitoring.
• Strong attention to detail and accuracy.
• Excellent analytical and critical thinking skills.
• Effective verbal and written communication skills.
• Ability to provide constructive feedback and influence process improvements.
• Strong stakeholder management and presentation skills.
• Ability to work independently and manage multiple priorities.
• AECB report not older than 3 months with minimum score 541; no relatives in the bank.

Responsibilities

• Conduct quality assurance reviews of customer complaint cases, correspondence, and complaint handling processes.
• Evaluate complaint investigations and resolutions to ensure compliance with established policies, procedures, and regulatory requirements.
• Assess the quality, consistency, and effectiveness of customer communications, both verbal and written.
• Analyze the accuracy and appropriateness of decisions made by complaint handling staff and evaluate the quality of resolutions provided.
• Identify trends, gaps, and areas for improvement in complaint management processes.
• Provide meaningful, constructive, and actionable feedback to complaint handling teams to enhance performance and service quality.
• Support the implementation of quality improvement initiatives and best practices.
• Develop and enhance reporting processes, tools, and systems to improve data management and operational efficiency.
• Manage, analyze, and interpret complaint-related data to identify trends, risks, and improvement opportunities.
• Research and recommend innovative approaches to data analysis and reporting.
• Prepare regular and ad hoc management information reports and dashboards.
• Ensure data accuracy, integrity, and consistency across reports.
• Present data-driven insights and recommendations to management and relevant stakeholders.
• Support business decision-making through effective data analysis and reporting.

Skills

Quality Assurance

Data Analysis

Regulatory Compliance

Job description

Dicetek LLC is seeking a Quality Assurance professional to oversee QA reviews of customer complaint cases and to ensure compliance with policies and regulatory requirements. The role emphasizes evaluating investigations, assessing communications, and identifying trends to drive improvements.

You will lead MIS reporting efforts, develop dashboards, analyze complaint data, and present insights to management. The ideal candidate brings 3–5 years in QA or MIS roles, strong analytic skills, and the