Quality Assurance Analyst

About the Job
The role holder is responsible for assessing the quality of performance of Business Development Unit (BDU) Sales & Acquisition, FAB Retention, Digital Fulfillment, Banca Assurance team agents of First Abu Dhabi Bank (FAB) and Dubai First (DF) dealing with existing and potential customers. The workflow includes analytical procedures for Quality Assurance (QA) in the call’s evaluation process. Ensuring administration accuracy, appropriate recording, storage of records, and associated documentation is essential.

Responsibilities

• Evaluate inbound and outbound calls to assess FAB and DF BDU Sales & Acquisition, FAB Retention, Digital Fulfillment, Banca Assurance team 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.

Inbox Handling

• Ensure reverting/handling all emails in the Inbox in a timely and efficient manner, which includes inquiries, complaints, Team Manager call feedback requests, and exceptional booking cases.
• Review all emails pertaining to complaints against agents and direct them to the respective Team Manager for feedback and resolution.

Other Activities

• Assist in projects and investigations.
• Handle Call Back process activities for CB Sales, BDU & Branches.
• Assist in automation project activities related to QA tasks.
• Learn about new products, procedures, and services as they launch and share knowledge with team members.
• Coordinate implementation, update, and continuous use of ORM tools and spread awareness of ORM in general.
• Undertake any other ad-hoc assignments requested by Team Managers of all units under QA team’s scope.

Qualifications
Candidates should have excellent communication skills in both Arabic and English.