Quality Assurance Specialist - Banking & Call Center Ops

DIB; Dubai; On-site; AED 120,000 - 180,000; Full time

Job summary

DIB is seeking a back-office professional in Dubai to support ENR Sales/Retention/CLM with strong data handling and process discipline. You will monitor calls, verify ENR transactions, and produce MIS reports to aid management in productivity improvements.

The role requires 4+ years in retail banking, a bachelor’s degree, and solid communication skills. You will collaborate with Operations & IT to drive process enhancements and ensure adherence to SLAs.

Qualifications

• 4+ years of work experience in retail banking and cards portfolio management.
• Strong communication and interpersonal skills are essential.
• Bachelor's degree from a recognized university is required.

Responsibilities

• Listen to calls regularly and provide feedback to improve call quality.
• Assist in verifying and releasing ENR Sales transactions by checking bookings.
• Generate timely MIS reports for management to track productivity.
• Support data & leads uploads to Dialer and CRM per defined processes.
• Assist in UAT testing, documentation and product support for systems.
• Address customer complaints related to ENR Sales/Retention/CLM within SLA.
• Assist in incentive calculations, leads management, and marketing campaigns.
• Ensure system checks are performed before processing requests.
• Perform daily checks to minimize operational lapses and improve controls.
• Liaise with Operations & IT to obtain required reports.
• Develop and design new processes to boost productivity and quality.

Skills

Strong communication

Interpersonal skills

Quality reviewer

MIS reporting

Education

Bachelor's degree

Tools

Dialer

CRM

Job description

DIB is seeking a back-office professional in Dubai to support ENR Sales/Retention/CLM with strong data handling and process discipline. You will monitor calls, verify ENR transactions, and produce MIS reports to aid management in productivity improvements.

The role requires 4+ years in retail banking, a bachelor’s degree, and solid communication skills. You will collaborate with Operations & IT to drive process enhancements and ensure adherence to SLAs.