Senior Officer- Quality Assurance

For assessing the quality of performance of BDU First Abu Dhabi Bank (FAB) and Dubai First (DF) agents dealing with existing and potential customers.

For the workflow which includes analytical procedure for Quality Assurance (QA) in the call evaluation process.

For ensuring the administration accuracy, appropriate recording, storage of records and associated documentation.

ACCOUNTABILITIES:

Call Evaluation:

Evaluate inbound and outbound calls to assess FAB and DF, Business Development Unit (BDU) agents' technical accuracy, customer service performance, sales pitch, consistency of the call, and conformity to group policies and procedures.

Participate in the design of calls evaluation checklist and quality standards.

Use quality evaluation data to compile and track performance at individual and team levels, providing actionable data to various internal stakeholders.

Ensure call details and specific feedback using the standard calls evaluation checklist for tracking further training requirements.

Ensure calls evaluation selection criteria are based upon agreed criteria, namely, Smart calls, Booking calls, Non-sales/Non-Booking calls, NPS calls, RSA, and MetLife booking calls.

Report any fraudulent activities by agents noticed during the calls evaluation to GFRI and to the respective Team Manager immediately upon finding. Further, ensure any rude or unprofessional behavior by agents towards the customer is escalated to the Team Managers for appropriate action.

Ensure timely handling of all emails in the Inbox, which consist of inquiries, complaints, Team Manager call feedback requests on new joiners, exceptional booking cases, appreciation emails by customers, etc., as per TAT (24 to 48 hours).

Ensure all emails pertaining to complaints against agents are reviewed and directed to the respective Team Manager for their feedback and resolutions.

Performance Boost Plan/1:1 Feedback sessions/ Quality Parameter sessions:

Performance Boost Plan: Ensure agents with Unsatisfactory and Critical calls identified are encouraged and boosted through their calls evaluation throughout the month. Support agents to overcome performance pitfalls at work and adapt to the challenging situation step-by-step.

Feedback sessions: Conduct 1:1 Feedback sessions whenever a Critical call is identified or Unsatisfactory calls are repeatedly identified, with the purpose of providing coaching, mentoring, and expressing expectations. Ensure to share and provide the first-hand experience of calls evaluation for overall unit performance and service improvement.

Quality Parameter Sessions: Attend and assist in Business Knowledge team monthly training sessions conducted based on identified Unsatisfactory and Critical calls, staff who have repeated errors, and on the recommendation of the Team Managers. Share knowledge and experience with the agents, thus enabling them to enhance their productivity and increase their efficiency, which in return helps them to achieve good call quality.

Professor K:

Coordinate in preparing communication/sharing information with agents whenever there is a new/change in existing product or service features, tariff of charges/interest rates, VAT application, promotions, etc. Ensure knowledge is available in a timely manner, enabling informed decisions, improving efficiency and creating better customer experiences.

Calls Scripts:

Establish guidelines to provide standard call flow, ensuring consistency in detail to reduce errors, help in improving productivity, increase customer satisfaction, and performance.

Call Calibrations:

Conduct call calibration sessions to ensure a clear alignment is maintained between the QA team and the relevant Team Managers in improving customer service level and effectiveness of calls handled by agents.

MIS and Reporting:

Consolidate all the call details and feedback based on the evaluation matrix to a spreadsheet.

Prepare, analyze, and publish monthly quality reports for Management and stakeholders.

Assist in preparation of internal dashboard and action plan prior to Business Governance team meetings.

Other activities:

Assist in projects and investigations.

Learn about new products, procedures, and services as they are launched and share knowledge with team members.

Coordinate implementation, update, and continuous use of ORM tools. Spread awareness of ORM in general and ORM tools.

Any other ad hoc assignment requested by BDU Team Managers, VP - CBG Channels Control, and SVP, Head of Business Governance.

Qualifications:

Specific Knowledge:

Basic computer skills, good communication skills, and attention to detail.

Minimum 1 year experience in the same or similar role.

Desired Candidate Profile:

Company Industry:

• Banking
• Broking

Department / Functional Area:

• Quality
• Testing
• QA
• QC
• Inspector

Keywords:

• Senior Officer - Quality Assurance