Quality Assurance Officer

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

Job summary

A leading service provider in Dubai seeks a Quality Assurance Officer to manage and enhance complaint handling processes. You'll conduct quality checks, analyze staff decision-making, and ensure high communication standards. This role requires a keen eye for detail and a strong focus on customer experience. The ideal candidate will have experience within banking or call center environments and a solid understanding of data reporting and analysis.

Qualifications

• Experience in handling quality assurance within banking or customer service environments.
• Ability to analyze complaints and improve handling processes.

Responsibilities

• Conduct quality assurance checks on complaints casework and correspondence.
• Ensure policies and procedures are followed in complaint handling.
• Analyze decision-making accuracy and provide constructive feedback.

Skills

Banking

Work flow processes

Call center

Customer experience

Excel reporting

Job description

Preferably With The Following Knowledge And Experience

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

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

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