Quality Assurance Officer

Dicetek LLC; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading technology firm in Dubai is seeking a Quality Assurance Officer to manage and drive quality assurance for complaint handling and reporting. The ideal candidate has experience in banking, workflow processes, and customer experience. You will be responsible for conducting quality assurance checks, analyzing complaint handling, and presenting data efficiently to stakeholders. This role offers a supportive environment for professional growth.

Qualifications

• Substantial knowledge of workflow processes and customer experience.
• Ability to conduct quality assurance checks effectively.
• Experience in analyzing complaints handling.

Responsibilities

• Conduct quality assurance checks on standards of complaints casework.
• Analyze complaints to ensure adherence to policies.
• Set up processes for data efficiency in reporting.

Skills

Banking

Excel reporting

Customer experience

Job description

Overview

Overall responsibility of Quality Assurance Officer would be to independently handle and drive:

Knowledge And Experience

• Banking
• Work flow processes
• Call center
• Customer experience
• Excel reporting

Responsibilities

Complaints Handling Quality Assurance

• Conduct quality assurance checks on standards of complaints casework, correspondence, and handling
• Analyze complaints to ensure Policies and Standard Operating Procedures are followed, ensure communication with customers (verbal and written) is consistent and of high quality
• Analyze the accuracy of decision making by the complaint handling staff and rate the quality of resolution provided
• Accompany evaluations with meaningful and constructive feedback

MIS And Reporting

• Set up processes and systems to make working with data more efficient
• Research new ways to make use of data
• Present information generated from data to relevant stakeholders