Call Quality Assurance Lead & Agent Coach

First Abu Dhabi Bank; Abu Dhabi; On-site; AED 70,000 - 90,000; Full time

Job summary

A leading financial institution in Abu Dhabi is seeking a Quality Assurance Specialist responsible for evaluating calls and ensuring compliance with internal standards. The role includes managing inbox inquiries, conducting feedback sessions, and providing support to agents in improving their performance. A Bachelor degree and at least 1 year of relevant experience are required. This fulltime position is onsite with no remote options available.

Qualifications

• Specific knowledge in quality assurance processes and call evaluations.
• At least 1 year of experience in a similar role required.

Responsibilities

• Evaluate inbound and outbound calls for quality assessment.
• Handle inbox communications efficiently within TAT.
• Conduct call calibration sessions to align QA and team managers.

Skills

Basic computer skills

Good communication skills

Attention to detail

Education

Bachelor degree

Job description

A leading financial institution in Abu Dhabi is seeking a Quality Assurance Specialist responsible for evaluating calls and ensuring compliance with internal standards. The role includes managing inbox inquiries, conducting feedback sessions, and providing support to agents in improving their performance. A Bachelor degree and at least 1 year of relevant experience are required. This fulltime position is onsite with no remote options available.