CPR & QA Oversight Lead - Customer Experience

Commercial Bank of Dubai; Dubai; On-site; AED 180,000 - 300,000; Full time

Job summary

Commercial Bank of Dubai seeks an experienced professional to provide independent oversight across Customer Engagement, ensuring CPR compliance, QA, and regulatory alignment of complaints and customer insights.

You will lead CPR governance, design QA frameworks, and coordinate regulatory reporting, working with Compliance, Internal Audit, Operational Risk, Regulatory Affairs, and business units to embed regulations and drive continuous improvement across the department.

Qualifications

• Bachelor’s degree in business administration, Finance, Banking, Customer Experience, Quality Management, or a related discipline.
• Professional certifications in Quality Management, Customer Experience, Compliance, Risk, or Business Excellence are preferred.
• 5-10 years of banking experience.

Responsibilities

• Oversee CPR implementation and control effectiveness across Customer Complaints, Customer Insights & Analytics, Customer Experience, and related Customer Engagement processes.
• Design and manage the customer engagement quality assurance framework, including sampling methodologies, review criteria and frequency, and escalation protocols.
• Conduct regular quality assessments reviews of complaint investigations, customer correspondence, closure rationale, supporting evidence, and case documentation.
• Perform call listening and quality assessments to evaluate customer interaction standards, empathy, clarity, accuracy, regulatory compliance, and fair treatment of customers.
• Assess adherence to complaint handling principles including accessibility, fairness, transparency, confidentiality, empathy, and continuous improvement.

Skills

Quality assurance

Regulatory compliance

Customer experience

Stakeholder management

Analytical thinking

Education

Bachelor’s degree in Business Administration, Finance or related discipline

Job description

Commercial Bank of Dubai seeks an experienced professional to provide independent oversight across Customer Engagement, ensuring CPR compliance, QA, and regulatory alignment of complaints and customer insights.

You will lead CPR governance, design QA frameworks, and coordinate regulatory reporting, working with Compliance, Internal Audit, Operational Risk, Regulatory Affairs, and business units to embed regulations and drive continuous improvement across the department.