Quality Assurance Analyst

About
Role Purpose:

• Perform quality evaluation for complaints resolution for the company business groups and the company subsidiaries.

Responsibilities

• Conduct quality evaluation for complaints resolution for the company business groups and the company subsidiaries.
• Share call quality check results with the team and provide the required coaching wherever necessary for officers.
• Review duplicate complaints data and do monthly reporting to line manager / HOD.
• Conduct checks on invalid complaints to validate the tagging done by officers.
• Update and manage the daily follow-up sheet and provide daily updates to officers for customer communication on their requests.
• Support team leaders in enhancing the call quality process/standards.

Requirements

• Customer focused and managing relations within the bank’s rules, regulations, and interests.
• Experience in Contact Center, Customer Service, or complaints environment.
• Excellent interpersonal and communication skills with good language command.
• Thorough and detailed understanding of the company’s systems, policies, products, and procedures.
• Excellent analytical skills to enable resolution of complex issues through root cause analysis.
• Experience working in a contact center, customer service, and problem-solving role.
• Knowledge of banking laws, policies, procedures, and practices.
• Banking experience in service delivery and customer experience.
• Bachelor’s degree holder in Banking, Finance, or related field.

This position is for UAE Nationals only.