Customer Experience & Quality Lead – Banking

Mashreq Corporate & Investment Banking Group; Dubai; On-site; AED 60,000 - 90,000; Full time

Job summary

Mashreq Corporate & Investment Banking Group in Dubai seeks a results-driven QA/Team Lead for Telesales. You will monitor calls, coach frontline staff, and drive service quality to meet target performance across UAE and COE locations.

You will manage the team, set objectives, implement strategies, and ensure standards are maintained while measuring productivity and efficiency of both systems and people.

Qualifications

• University Graduate with finance/banking or mathematics background.
• Minimum 3 years’ experience in a sales/service environment.
• Experience in Quality Assurance or Service Quality is an added advantage.
• Excellent listening and communication skills.
• Strong knowledge of bank products, processes and systems.

Responsibilities

• Monitor calls and provide feedback and coaching to frontline staff.
• Manage the telesales/CS team to meet targets.
• Develop and implement strategies to achieve targets.
• Maintain service standards and measure performances for productivity and efficiency.

Skills

Excellent communication skills

Listening skills

Analytical thinking

Detail oriented

Computer literate

Positive attitude

Target driven

Team management

Education

Bachelor's degree

Finance/Banking or Mathematics background

Job description

Mashreq Corporate & Investment Banking Group in Dubai seeks a results-driven QA/Team Lead for Telesales. You will monitor calls, coach frontline staff, and drive service quality to meet target performance across UAE and COE locations.

You will manage the team, set objectives, implement strategies, and ensure standards are maintained while measuring productivity and efficiency of both systems and people.