Quality Assurance Analyst

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

Job summary

A leading bank in the UAE is seeking a Quality Assurance Analyst to ensure effective resolution of customer complaints. The successful candidate will perform quality evaluations and share findings with the team, while also managing daily updates and supporting team leaders. Candidates must possess strong analytical and communication skills, along with a bachelor's degree in finance or related fields. This position is open to UAE Nationals only.

Qualifications

• Experience in Contact Center, Customer Service, or complaints environment.
• Thorough understanding of banking systems, policies, products and procedures.
• Knowledge of banking laws, policies, procedures and practices.

Responsibilities

• Conduct quality evaluation for complaints resolution for the business groups.
• Share call quality check results and provide coaching when needed.
• Review duplicate complaints data and report to line manager.
• Validate tagging of invalid complaints.
• Manage daily follow-up sheets for customer communication.
• Support team leaders in enhancing call quality processes.

Skills

Customer focused

Excellent inter-personal and communications 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
• Sharing call quality check results with the team and providing the required coaching wherever is required for officers
• Review duplicate complaints data and do monthly reporting to line manager / HOD
• Conducting 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
• Supporting team leaders in enhancing the call quality process /standards.

Specialist skills / technical knowledge required for this role

• Customer focused and managing relation within the bank’s rules, regulations and interest.
• Experience in Contact Center, Customer Service, or complaints environment.
• Excellent inter-personal and communications 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 and address 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.

Eligibility

This position is for UAE Nationals only.