Quality Monitoring & Training Lead

Invest Bank; Sharjah; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading bank in Sharjah is seeking a Quality Assurance Specialist to elevate the quality of their products and services. The role involves monitoring performance, conducting training, and ensuring compliance with regulations while delivering exceptional customer service. Candidates should possess a bachelor's degree and have at least 2 years of relevant experience.

Qualifications

• Minimum 2 years of experience in a similar role.
• Understanding of agile/scrum methodology.
• Fluency in English & Arabic.

Responsibilities

• Develop quality monitoring processes and monitor performance.
• Conduct coaching sessions to improve agent communication skills.
• Prepare reports on quality assurance findings.

Skills

Customer Service

Data Analysis

Coaching

Communication

Time Management

Education

Bachelor’s degree from reputable institution

Tools

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Microsoft Visio

Job description

Job Purpose:

• To elevate overall quality of bank’s products, services, or processes, ensuring they meet or exceed customer and regulatory expectations.
• To ensure continuous improvement by monitoring performance, identifying areas for enhancement, and implementing corrective actions.
• To build and lead quality assurance culture, through data analysis, reporting, and collaborating with other departments to ensure overall quality and compliance.

Job Accountabilities:

• Develop the process for quality monitoring; prepare the monitoring sheet and keep all processes updated.
• Monitor calls/chats/voice-clips/emails etc. to measure performance, assess adherence to quality standards, and proper handling procedures, and identify areas for improvement.
• Conduct coaching and provide constructive feedback sessions to agents based on findings, to help improve communication, interpersonal skills, handling difficult customers, and emotional intelligence.
• Analyse metrics such as call volumes, handle times, and quality scores to track agent performance and identify trends or recurring issues.
• Review quality metrics calibration, evaluation criteria, scoring methodologies, and records to ensure consistent and objective assessment of agent performance, and alignment with evolving business needs and customer expectations.
• Collaborate with other teams to develop and deliver targeted training programs based on identified skill gaps, new product/service launches, or changes in policies and procedures.
• Prepare comprehensive reports on quality assurance findings, performance trends, and escalate cases with full analysis along with recommendations for process improvements, providing insights to management.
• Ensure agent compliance with established policies, procedures, and regulations related to customer interactions, data privacy, and industry-specific guidelines.
• Proactively share ideas and suggestions to enhance the processes, technologies, systems, products and services.
• Knowledge of quality assurance terminology, methods, and tools Client Relationships/ Interpersonal Skills
• Computer skills, including database management
• Proficiency in best practices for testing, version control, and defect management
• Knowledge of banks products and services to all contacted customers Relationships.

Internal working relationships

• Business Unit (BU) management

External working relationships

• Clients / Vendor

Qualifications, Experience & Skills:

• Bachelor’s degree from reputable institution.
• Minimum 2 years of experience in a similar role.
• Understanding of agile/scrum methodology and how QA functions within it.
• Excellent customer service skills
• Sets and accomplishes challenging goals.
• Demonstrates personal commitment to change through actions and words.
• Excellent verbal, written and interpersonal communication skills
• Outstanding customer service skills and dedication to providing exceptional customer care
• Solid time management & analytical skills
• Experience in coaching and training individuals or groups required.
• Fluency in English & Arabic
• Defines standards in terms of doing what is appropriate and doing it well.
• Proficiency with Microsoft Word, Excel, PowerPoint, and Visio