Officer, CPR Oversight and QA

About the Role
The role focuses on providing independent oversight and quality assurance across Customer Engagement by conducting structured reviews, maintaining regulatory evidence, monitoring actions, and validating the accuracy and completeness of customer protection, complaints, and customer experience activities. It supports compliance with the UAE Consumer Protection Regulation (CPR), Consumer Protection Standards, SME Customer Protection Regulation, and internal governance requirements, while helping to identify control gaps early and promote fair, consistent customer outcomes.

Principal Accountabilities

• CPR Oversight and Regulatory Monitoring

  • Support the maintenance of the Customer Engagement CPR obligations register, control matrix, evidence repository, and regulatory action tracker.
  • Monitor assigned CPR, Consumer Protection Standards, SME Customer Protection Regulation, and conduct-related requirements, escalating gaps or overdue actions to the Manager.
  • Review departmental processes, procedures, customer communications, and supporting records against approved regulatory and internal requirements.
  • Assist with impact assessments and implementation tracking for relevant CBUAE notices, circulars, and regulatory guidance.
  • Maintain complete, accurate, and audit-ready evidence of regulatory implementation and control performance.

• Quality Assurance Reviews

  • Execute risk-based and periodic QA reviews in line with approved sampling plans, checklists, review criteria, and schedules.
  • Review complaint files, investigations, customer correspondence, call records, closure rationale, and supporting evidence for quality, accuracy, completeness, and timeliness.
  • Assess adherence to customer fairness, transparency, confidentiality, accessibility, and complaint-handling standards.
  • Document findings clearly, rate exceptions consistently, agree factual accuracy with relevant teams and escalate material or recurring issues.
  • Prepare QA scorecards, exception logs, and trend summaries, and follow up agreed corrective actions to closure.

• Complaints and Customer Reporting Assurance

  • Validate complaint classification, customer segment, root-cause coding, outcome, responsible unit, resolution evidence, and corrective-action capture.
  • Check the accuracy and consistency of complaints dashboards, thematic analysis, root-cause analysis, and CPR-related management or regulatory reports before submission.
  • Identify recurring themes, bank-error complaints, conduct concerns, and potential systemic customer issues for escalation.
  • Support monthly reporting of QA results and preparation of materials for management, Risk, Compliance, and governance forums.

• Audit, Risk and Compliance Support

  • Coordinate evidence requests and maintain trackers for audits, compliance reviews, regulatory inspections, RCSA, control testing, and management actions within the role's scope.
  • Support preparation of management responses, remediation plans, and closure packs, ensuring evidence is complete and appropriately approved.
  • Monitor action owners and target dates, promptly escalating delays, weak evidence, or unresolved control gaps.
  • Maintain confidentiality, document control, and clear audit trails across all oversight and QA activities.

• Continuous Improvement and Stakeholder Support

  • Analyze QA results and complaint themes to identify training needs, process weaknesses, and opportunities to improve controls and customer outcomes.
  • Support thematic reviews, awareness sessions, calibration meetings, and quality coaching across Customer Engagement.
  • Work constructively with Complaints, Customer Care, Customer Insights and Analytics, CX, Compliance, Operational Risk, Internal Audit, and business teams.
  • Provide concise updates to the Manager on key findings, emerging risks, overdue actions, and remediation progress.

Requirements

• Education and Experience
  • Bachelor's degree in Business Administration, Finance, Banking, Risk Management, Compliance, Quality Management, Customer Experience, or a related discipline.
  • Professional certification or training in quality assurance, compliance, risk, audit, customer experience, or process improvement is preferred.
  • 1-2 years of relevant experience in banking or financial services, preferably within customer complaints, quality assurance, customer experience, operations, risk, or compliance.
  • Working knowledge of customer protection, complaint-handling, conduct-risk, and regulatory control requirements.
  • Experience in file reviews, sampling, exception reporting, action tracking, root-cause analysis, or governance reporting is preferred.
  • Proficiency in Microsoft Excel, PowerPoint, and Word; experience with complaint-management, CRM, or risk systems is an advantage.