Quality Assurance Specialist

First Abu Dhabi Bank; United Arab Emirates; On-site; AED 80,000 - 120,000; Full time

Job summary

A leading bank in the UAE is looking for a Quality Assurance Specialist to enhance call quality and performance monitoring. You will be responsible for evaluating customer calls, providing coaching to agents, and maintaining high service standards. The ideal candidate has a relevant degree and 2-5 years of experience in quality assurance within banking or customer service.

Qualifications

• 2 to 5 years of quality assurance experience in banking, call centers, or customer support.
• Strong listening and data collection skills.
• Ability to coach and mentor team members.

Responsibilities

• Evaluate call center recordings for service quality and compliance.
• Provide performance coaching and feedback sessions.
• Develop and manage call scripts for consistency in service delivery.

Skills

Analytical thinking

Coaching

Documentation skills

Communication

Multi-tasking

Education

Bachelor's degree in Management, Banking or a related field

Tools

Call monitoring software

QA evaluation matrices

Reporting tools

Job description

Bachelor of Commerce(Commerce), Bachelor of Business Administration(Management)

Nationality

Any Nationality

Vacancy

1 Vacancy

Job Description

Job Title
Quality Assurance Specialist - Customer Call Monitoring
Job Description
Quality Assurance Specialist - Customer Call Monitoring

Job Overview
First Abu Dhabi Bank (FAB) is hiring a Quality Assurance Specialist in Abu Dhabi to support performance monitoring and call quality improvement for the Business Development Unit. The role is ideal for professionals with experience in call evaluation, quality control, coaching, and process improvement within banking or customer service functions. Candidates should be detail-oriented and committed to enhancing service standards through structured analysis and training.

Job Location: Abu Dhabi, UAE
Industry: Banking
Function: Quality Assurance / Control
Gender: Any
Candidate Nationality: Any
Candidate Current Location: Any
Job Type: Full Time

Job Overview
The Quality Assurance Specialist will be responsible for evaluating inbound and outbound customer calls, ensuring adherence to service standards, detecting performance gaps, and supporting feedback and coaching initiatives. This role plays a key part in maintaining FAB s commitment to high-quality customer service and regulatory compliance.

Key Responsibilities

* Evaluate call center recordings (inbound/outbound) for FAB and Dubai First agents to assess service quality, compliance, and customer satisfaction
* Use standard call evaluation checklists to record technical accuracy, sales pitch, tone, and policy compliance
* Identify and report unprofessional behavior or fraudulent activities to relevant managers and governance bodies
* Maintain inbox communication related to team feedback, complaints, escalations, and quality-related inquiries within set turnaround times
* Provide performance coaching, one-on-one feedback sessions, and track improvements for agents with critical or unsatisfactory call performance
* Participate in monthly training sessions, knowledge sharing, and delivery of updates on process, product, and policy changes
* Develop and manage call scripts, update documentation, and support consistency in service delivery
* Collaborate with Team Managers and QA team on call calibrations to ensure aligned understanding of performance standards
* Create and maintain monthly MIS dashboards, quality performance reports, and internal audit support documentation
* Contribute to operational risk management (ORM) tools awareness and implementation
* Support ongoing improvement initiatives and assist in projects and investigations as assigned

Job Requirements

* Bachelor s degree in Management, Banking, or a related field
* 2 to 5 years of quality assurance experience in banking, call centers, or customer support teams
* Strong listening, data collection, analytical thinking, and documentation skills
* Familiarity with call monitoring software, QA evaluation matrices, and reporting tools
* Ability to coach and mentor team members for performance improvement
* Knowledge of customer care processes, compliance, and banking products is a plus
* Excellent communication, multi-tasking, and organizational abilities

Company Industry

• Banking
• Broking

Department / Functional Area

• Quality
• Testing
• QA
• QC
• Inspector

Keywords

• Quality Assurance Specialist

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