Retention Quality & Compliance Lead

ADIB - Abu Dhabi Islamic Bank; Abu Dhabi; On-site; AED 180,000 - 240,000; Full time

Job summary

ADIB - Abu Dhabi Islamic Bank in Abu Dhabi seeks a Rehab & Retention Quality Officer to ensure high standards of quality, compliance, and customer experience within the Rehab & Retention function. You will monitor quality, coach staff, validate complaints, and analyze performance to identify improvement opportunities.

The role requires adherence to ADIB policies, development support for specialists, and reduction of operational risks, with daily tasks that include quality sampling, monitoring,

Qualifications

• Experience in quality evaluation within customer service.
• Comprehensive knowledge of Rehab & Retention policy & procedures, & ADIB Products.
• Experience within a financial services environment.
• Good communication skills & Strong Computer Skills
• Strong command of Arabic & English language.

Responsibilities

• Quality Samples: perform periodic quality samples and prepare reports of results.
• Quality Monitoring: listen to specialist calls and score based on criteria; sample weekly.
• Quality Coaching: coach Rehab & Retention team to improve performance and skills.
• Quality Scores and MIS: create and update MIS of quality scores for specialists.
• Quality Training: monthly training with specialists and team leaders; provide training to newcomers.
• Complaint Validation: perform complaints validation and escalate valid complaints with recommendations.
• Daily Tasks: manage NLCs and related communications with various teams to ensure timely completion.

Skills

Quality evaluation

Policy knowledge

Financial services

Communication skills

Computer skills

Arabic & English

Job description

ADIB - Abu Dhabi Islamic Bank in Abu Dhabi seeks a Rehab & Retention Quality Officer to ensure high standards of quality, compliance, and customer experience within the Rehab & Retention function. You will monitor quality, coach staff, validate complaints, and analyze performance to identify improvement opportunities.

The role requires adherence to ADIB policies, development support for specialists, and reduction of operational risks, with daily tasks that include quality sampling, monitoring,