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.
