Quality Assurance Officer - Compliance

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

Job summary

A prominent technology solutions provider in Dubai is seeking a Complaints Quality Assurance evaluator to handle quality assurance checks in complaints management. This role requires strong analytical skills to ensure compliance with standards and provide constructive feedback. Exceptional communication abilities and a focus on high-quality customer interactions are essential. The position is based on-site in Dubai, offering a dynamic work environment.

Qualifications

• Proficiency in quality assurance methodologies and standards.
• Strong analytical skills for data evaluation.

Responsibilities

• Conduct quality assurance checks on complaint casework.
• Analyze compliance with policies and standard operating procedures.
• Provide meaningful feedback on complaint resolutions.

Job description

Overall responsibility of Complaints Quality Assurance evaluator 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