Officer - Quality Control (Emirati Talent)

DIB; Dubai; On-site; AED 120,000 - 180,000; Full time

Job summary

DIB is seeking a back-office professional in Dubai to support ENR Sales/Retention/CLM with strong data handling and process discipline. You will monitor calls, verify ENR transactions, and produce MIS reports to aid management in productivity improvements.

The role requires 4+ years in retail banking, a bachelor’s degree, and solid communication skills. You will collaborate with Operations & IT to drive process enhancements and ensure adherence to SLAs.

Qualifications

• 4+ years of work experience in retail banking and cards portfolio management.
• Strong communication and interpersonal skills are essential.
• Bachelor's degree from a recognized university is required.

Responsibilities

• Listen to calls regularly and provide feedback to improve call quality.
• Assist in verifying and releasing ENR Sales transactions by checking bookings.
• Generate timely MIS reports for management to track productivity.
• Support data & leads uploads to Dialer and CRM per defined processes.
• Assist in UAT testing, documentation and product support for systems.
• Address customer complaints related to ENR Sales/Retention/CLM within SLA.
• Assist in incentive calculations, leads management, and marketing campaigns.
• Ensure system checks are performed before processing requests.
• Perform daily checks to minimize operational lapses and improve controls.
• Liaise with Operations & IT to obtain required reports.
• Develop and design new processes to boost productivity and quality.

Skills

Strong communication

Interpersonal skills

Quality reviewer

MIS reporting

Education

Bachelor's degree

Tools

Dialer

CRM

Job description

• Listening to calls frequently and provide feedback to callers on errors / fatal
• Assist the team leader in verifying and releasing the ENR Sales transactions by checking the bookings on the system across all the portfolio products
• To generate timely & accurate MIS reports to be provided to the management for tracking the productivity of the team and improving the call quality
• To support in the implementation and periodic uploads of data & leads to Dialer, CRM as per the determined process
• Assist in UAT testing, documentation and product support for various systems
• To address customer complaints related to ENR Sales/Retention/CLM within the agreed TAT
• To assist in the calculation of Incentives, leads management, marketing campaigns pertaining to ENR Sales/Retention/CLM within the agreed timelines
• Listening to calls frequently and provide feedback to callers on errors / fatal
• Ensure system checks are done before processing any request at checker level
• Timely and robust checks of the daily reports to minimize the occurrence of operational lapses in controls and identify improvements in controls to safeguard the Group from possible financial and/ or reputation losses
• Liaise with Operations & IT Group to obtain reports required to facilitate the checks to be conducted
• Assist to develop and design new processes to achieve the highest level of productivity, operational effectiveness, and quality and customer satisfaction.
• Measure, monitor and achieve all defined and agreed Service Quality (SQ) and productivity improvement measures
• Keep the line manager informed of significant back office related issues that are identified during the evaluation/checks
• Keeps a record for all activity and corrective action taken regarding these activities
• Ensure achievement of pre-set/ pre-agreed objectives as per the SLA
• Ensure high standards of confidentiality to safeguard commercially sensitive information
• All the above accountabilities including but not limited to any additional/new tasks or responsibilities assigned by the line Manager.

Work Experience:

• 4+ years of work experience as Professional of retail banking and products, handling cards portfolio management, customer service, Quality reviewer, monitoring call, providing feedback & MIS reporting Strong Communication and Interpersonal skills.

Education:

• Minimum University / bachelor’s degree from a recognized university