Quality Assurance Analyst

Abu Dhabi Islamic Bank; United Arab Emirates; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading bank in the UAE is seeking a Quality Assurance Analyst to conduct evaluations of complaint resolutions within the organization. The role requires experience in a customer service environment, focusing on enhancing call quality processes and ensuring adherence to banking policies. The ideal candidate should possess excellent analytical skills and hold a Bachelor’s degree in a relevant field. This position is exclusively for UAE Nationals.

Qualifications

• Experience in Contact Center, Customer Service, or complaints environment.
• Thorough understanding of banking systems, policies, and procedures.
• Ability to conduct root cause analysis.

Responsibilities

• Conduct quality evaluations for complaint resolutions.
• Share call quality check results with the team.
• Review duplicate complaints data for monthly reporting.

Skills

Customer focused

Excellent inter-personal skills

Analytical skills

Education

Bachelor's degree in Banking, Finance or related field

Job description

Overview

Role: Quality Assurance Analyst

Location: Abu Dhabi

Role Purpose

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

Key accountabilities

• 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

• 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.

Experience / Qualifications

• 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.