Quality Assurance Specialist - Customer Call Monitoring

First Abu Dhabi Bank; United Arab Emirates; On-site; AED 120,000 - 200,000; Full time

Job summary

Join a leading bank in the UAE as a Quality Assurance Specialist, where you will play a key role in customer service quality. You'll evaluate calls, provide feedback and coaching, and ensure adherence to service standards, contributing to high-quality customer care and compliance with regulations. Ideal candidates will have experience in quality assurance and strong analytical and communication skills.

Qualifications

• 2 to 5 years of quality assurance experience in banking or call centers is required.
• Strong analytical, listening, and communication skills expected.
• Familiarity with QA processes and tools is a plus.

Responsibilities

• Evaluate inbound and outbound customer calls for quality and compliance.
• Provide feedback and coaching for performance improvement.
• Collaborate with team on call calibration and maintain quality reports.

Skills

Analytical thinking

Listening

Documentation

Coaching

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

Quality Assurance Specialist - Customer Call Monitoring

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 - Customer Call Monitoring

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