Quality Assurance Officer - Compliance

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

Job summary

A leading technology services provider in Dubai is seeking a Complaints Quality Assurance evaluator. In this role, you will independently handle quality assurance checks on complaints casework, analyze communication consistency, and ensure adherence to policies. The ideal candidate will set up efficient data handling processes and provide meaningful feedback to improve service quality.

Responsibilities

• Conduct quality assurance checks on complaints casework and correspondence.
• Analyze complaints to ensure compliance with policies and procedures.
• Rate the quality of resolution provided by staff and offer constructive feedback.
• Set up processes to handle data efficiently and present findings.

Job description

Overview

Overall responsibility of the Complaints Quality Assurance evaluator is to independently handle and drive the following:

Responsibilities

• Conduct quality assurance checks on standards of complaints casework, handling and correspondence
• Analyze complaints to ensure policies and standard operating procedures are followed, and 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
• Provide accompanying 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