Quality Assurance Analyst

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.

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.