About the job
In this role, you will collaborate closely with one of our esteemed clients—a globally recognized leader in their industry, distinguished by their commitment to excellence, innovation, and delivering exceptional value. As a trusted IT consulting partner, we are supporting their strategic initiatives by connecting them with exceptional talent to drive business growth and transformation.
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We are looking for a Quality Assurance & MIS Specialist to support customer complaint management, quality assurance, data analysis, and management reporting within a leading UAE bank. The ideal candidate will have experience in complaints quality assurance, customer service quality, risk & compliance, MIS reporting, or operational quality, preferably within the banking or financial services sector.
Job Location: Dubai
Employment Type: Contract 12 months renewable
Notice: Immediate joiners based in UAE
Quality Assurance
- Conduct quality assurance reviews of customer complaint cases, correspondence, and complaint handling processes.
- Evaluate complaint investigations and resolutions to ensure compliance with established policies, procedures, and regulatory requirements.
- Assess the quality, consistency, and effectiveness of customer communications, both verbal and written.
- Analyze the accuracy and appropriateness of decisions made by complaint handling staff and evaluate the quality of resolutions provided.
- Identify trends, gaps, and areas for improvement in complaint management processes.
- Provide meaningful, constructive, and actionable feedback to complaint handling teams to enhance performance and service quality.
- Support the implementation of quality improvement initiatives and best practices.
MIS & Reporting
- Develop and enhance reporting processes, tools, and systems to improve data management and operational efficiency.
- Manage, analyze, and interpret complaint-related data to identify trends, risks, and improvement opportunities.
- Research and recommend innovative approaches to data analysis and reporting.
- Prepare regular and ad hoc management information reports and dashboards.
- Ensure data accuracy, integrity, and consistency across reports.
- Present data-driven insights and recommendations to management and relevant stakeholders.
- Support business decision-making through effective data analysis and reporting.
Qualifications
- 3-5 years of experience in Quality Assurance, Customer Complaints Management, Customer Service Quality, Risk & Compliance, or MIS Reporting.
- Experience within the banking, financial services, or customer service environment is preferred.
- Proven experience in data analysis, reporting, and performance monitoring.
- Strong attention to detail and accuracy.
- Excellent analytical and critical thinking skills.
- Effective verbal and written communication skills.
- Ability to provide constructive feedback and influence process improvements.
- Strong stakeholder management and presentation skills.
- Ability to work independently and manage multiple priorities.
