Senior Officer, Quality Assurance

FAB; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading bank in the UAE is seeking a Senior Officer for the Quality Assurance Business Development Unit. In this role, you will evaluate calls, assist in training, and prepare quality reports. The ideal candidate should possess a Bachelor's degree and 2-5 years of relevant experience, with strong analytical and communication skills. Join a dynamic team committed to quality and innovation in banking, and take part in shaping future solutions.

Benefits

Unique career choices

Training and skill development

Qualifications

• 2-5 years of experience in a reputable bank or organization.
• Strong understanding of customer care processes.
• Exceptional listening and data collection skills.

Responsibilities

• Attend monthly training sessions to enhance agent productivity.
• Evaluate inbound and outbound calls for quality assurance.
• Prepare and publish monthly quality reports.

Skills

Attention to detail

Analytical skills

Problem solving

Communication skills

Education

Bachelor’s Degree

Job description

Senior Officer, Quality Assurance Business Development Unit (QA BDU).

Responsibilities

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 agent, thus enabling them to enhance their productivity, increase their efficiency which in return helps them to achieve good call quality.

• Evaluate inbound and outbound calls to assess, FAB and DF, Business Development Unit (BDU) agent’s technical accuracy, customer service performance, sales pitch, consistency of the call and conformity to group policies and procedures.
• Participates in design of calls evaluation checklist and quality standards.
• Use quality evaluation data to compile and track performance at individual and team level, namely provides actionable data to various internal stakeholders.

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

MIS and Reporting:

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

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.

Qualifications

• Bachelor’s Degree in any discipline or Higher in Management, Banking, preferably in monitoring, audit, training, analytical skills, and documentation.
• Strong attention to detail, exceptional listening, problem solving, data collection and analytical skills.
• Strong knowledge of customer care processes and techniques.

Excellent communication skills and ability to handle multiple tasks under deadlines

• At least 2 - 5 years or more of experience preferably in a reputable bank or any organization with an understanding of ensuring the compliance of company’s quality standards.

Specific Knowledge

About Us

About Us:

First Abu Dhabi Bank (FAB) is the largest bank in the UAE and one of the world's largest and safest financial institutions. We offer a comprehensive range of personal and private banking services, including credit cards, Islamic banking, investments, loans, and mortgages. Our commitment to excellence and innovation drives us to provide top-tier financial solutions to our clients.

Life at FAB:

Working at FAB means being part of a team of talented and passionate individuals with a shared vision to support the ambitions of our stakeholders to "Grow Stronger." We embrace the needs of our customers across the globe with a sense of responsibility and confidence driven by extensive expertise that can only be delivered by an ambitious world‑class organization.

FAB offers unique career choices, a chance to innovate, craft solutions for the future, and express yourself in a performance‑based culture that will unleash the best in you. Whether you are an experienced professional or just starting your career, FAB provides a range of learning and development initiatives to support all employees through training and skill development.

Our Values:

At FAB, we place our customers at the core of our activities, live our values each day in every way, celebrate achievements, and empower each other to deliver leading solutions. We have structured plans for the recruitment and career progression of Emirati talent to enable them to make a mark in the financial and banking sector both regionally and globaly that rewards your hard work and dedication.

Join our team and be part of a journey to shape the future of banking.

Job Info

• Job Identification 662
• Job Category Officer - Business Management
• Posting Date 01/19/2026, 06:28 AM
• Apply Before 02/20/2026, 12:00 AM
• Job Schedule Full time