Quality Assurance Analyst: Complaints & Data Insights

Sisco; Dubai; On-site; AED 90,000 - 150,000; Full time

Job summary

Sisco is seeking a Quality Assurance Officer in Dubai to monitor and enhance the quality of complaints handling, ensuring alignment with policies and regulatory standards. The role emphasizes audits, feedback, and continuous improvement to lift service excellence.

Responsibilities include MIS reporting and data analysis to present insights to management. Strong Excel, Power BI/Tableau proficiency and a background in QA or compliance are required.

Qualifications

• Bachelor's degree or equivalent in Business/Quality/Data related field.
• 3-5 years of experience in QA, complaints handling, customer service quality, or compliance.
• Experience in regulated environments (banking, financial services, telecom, insurance, or corporate services) is preferred.

Responsibilities

• Conduct regular quality audits on complaints casework, correspondence, and overall complaint handling processes.
• Evaluate adherence to SOPs, policies, and regulatory guidelines.
• Review customer communications for clarity, professionalism and service standards.
• Assess the accuracy and fairness of decisions made by staff.
• Rate quality of resolutions; ensure customer-centric outcomes.

Skills

Analytical thinking

Communication

Quality Assurance

Complaint handling

MS Excel

Power BI

Tableau

Auditing

Education

Bachelor's degree in Business Administration

Quality Management

Data Analytics

Tools

Power BI

Tableau

Excel

MIS reporting tools

Job description

Sisco is seeking a Quality Assurance Officer in Dubai to monitor and enhance the quality of complaints handling, ensuring alignment with policies and regulatory standards. The role emphasizes audits, feedback, and continuous improvement to lift service excellence.

Responsibilities include MIS reporting and data analysis to present insights to management. Strong Excel, Power BI/Tableau proficiency and a background in QA or compliance are required.