Quality Assurance Analyst

ADIB Group; Abu Dhabi; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading financial institution in Abu Dhabi is seeking a Quality Assurance Analyst to evaluate complaint resolutions across business groups. The role requires a customer-focused individual with excellent analytical and communication skills, and a Bachelor’s degree in a relevant field. Experience in a contact center environment is essential. This position is exclusive to UAE Nationals.

Qualifications

• Experience in Contact Center Customer Service or complaints environment.
• Understanding of ADIB’s systems, policies, products and procedures.
• Knowledge of banking laws and regulations.

Responsibilities

• Conduct quality evaluation for complaints resolution.
• Share call quality check results and coach officers.
• Review duplicate complaints data and report to manager.
• Conduct checks on invalid complaints.
• Manage daily follow-up sheet for customer communication.

Skills

Customer-focused approach

Interpersonal and communication skills

Analytical skills

Education

Bachelor's degree in Banking, Finance or related field

Job description

Role: Quality Assurance Analyst

Location: Abu Dhabi

Role Purpose: Perform quality evaluation for complaints resolution for ADIB business groups and ADIB subsidiaries.

Key accountabilities of the role

Responsibilities

• Conduct quality evaluation for complaints resolution for ADIB business groups and ADIB subsidiaries
• Share call quality check results with the team and provide required coaching wherever necessary for officers
• Review duplicate complaints data and do monthly reporting to line manager / HOD
• Conduct checks on invalid complaints to validate the tagging done by officers
• Update and manage daily follow-up sheet and provide daily updates to officer for customer communication on their request
• Support team leaders in enhancing the call quality process/standards

Specialist skills / Technical knowledge required

• Customer-focused and managing relations within the bank’s rules, regulations and interest
• Experience in Contact Center Customer Service or complaints environment
• Excellent interpersonal and communication skills with good language command
• Thorough and detailed understanding of ADIB’s systems, policies, products and procedures
• Excellent analytical skills to enable resolution of complex issues through root cause analysis

Previous experience required (if any)

• Experience working in Contact center customer service and problem‑solving role
• Knowledge of banking laws, policies, procedures and practices
• Banking experience in service delivery and customer experience
• Bachelor's degree holder in Banking, Finance or related field

This position is for UAE Nationals only.

Required Experience: IC