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Quality Assurance Analyst

Unlock employer Dubai, United Arab Emirates Posted: 05 Nov 2025

Financial

  • Estimate: $42k - $60k*
  • Zero income tax location

Accessibility

  • No Relocation Support
  • No Visa Provided

Requirements

  • Experience: Intermediate
  • English: Professional

Position

About
The Quality Assurance Analyst will perform quality evaluations for complaints resolution across the company business groups and subsidiaries, ensuring adherence to standards and fostering a customer-focused environment.

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Key Accountabilities

  • Conduct quality evaluations for complaints resolution for the company business groups and subsidiaries.
  • Share call quality check results with the team and provide necessary coaching to officers.
  • Review duplicate complaints data and generate monthly reports for line manager / HOD.
  • Conduct validations on invalid complaints to confirm the accuracy of tagging by officers.
  • Manage the daily follow-up sheet and provide daily updates to officers regarding customer communication on their requests.
  • Support team leaders in enhancing call quality processes and standards.

Requirements

  • Customer-focused with the ability to navigate relationships within the bank’s rules and regulations.
  • Experience in a Contact Center, Customer Service, or complaints handling environment.
  • Excellent interpersonal and communication skills with a strong command of language.
  • In-depth understanding of the company’s systems, policies, products, and procedures.
  • Strong analytical skills to resolve complex issues through root cause analysis.
  • Previous experience in a Contact Center, customer service, or problem-solving role.
  • Knowledge of banking laws, policies, procedures, and practices.
  • Experience in service delivery and customer experience within the banking sector.
  • Bachelor’s degree in Banking, Finance, or a related field.
  • This position is exclusively for UAE Nationals.
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