About the Role:
The Rehab & Retention Quality Officer is responsible for ensuring the highest standards of quality, compliance, and customer experience within the Rehab & Retention function. This includes effective quality monitoring, coaching, complaint validation, operational support, and performance analysis. The role focuses on identifying improvement opportunities, supporting specialist development, reducing operational risks, and contributing to customer retention objectives while ensuring adherence to organizational policies and procedures.
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Key Accountabilities of the Role:
- Quality Samples: Preform periodic quality samples and prepare reports of the results:
- Check issuance approval and reasons for attrited cases daily and update the attrition Main & sub-reason sheet– sample 100% of Attrited cases and listen to 20% of calls to match reasons with issuance email of cases with outstanding AED 500K.
- Conduct 2% random samples (minimum of 20 call backs to different customers) of all requested LCs cases, excluding unreachable, PDC, Collection, & ETM Customers for the previous month. Conduct the same for 2% random samples of all requested NLC cases and Reschedule cases.
- Review 100% of the calls for retained cases over the phone on a monthly basis.
- Verify cases on a case-by-case basis as requested by Rehab & Retention management.
- Quality Monitoring:
- Listen to specialists’ sample calls from the previous months and score those calls based on agreed criteria, sampling 4 calls each week for every specialist, representing around 7% of the total calls per specialist per week.
- Quality Coaching:
- Coach and support the Rehab & Retention team to foster continual performance improvement and development of skills and knowledge.
- Quality Scores and MIS:
- Create, maintain, and update Management Information Systems (MIS) of quality scores for each specialist, focusing on common errors, complaints, pending cases, and trends.
- Quality Training:
- Conduct monthly training sessions with all specialists and team leaders to highlight important points from call monitoring, provide updated calling skills, and share samples of ideal calls.
- Provide training for newcomers (specialists) to discuss and explain calling scripts to meet organizational goals.
- Complaint Validation:
- Perform complaint validations on a daily, weekly, or monthly basis against the Rehab & Retention team. Keep records of activities and feedback. Escalate valid complaints to Retention management with recommendations for action to prevent recurrence.
- Daily Tasks:
- Process NLCs related to Non-STL Customers and settlements from other banks through certificate automation or CRM Retail.
- Handle NLCs not distributed to Retention Specialists and not related to settlements from other banks by coordinating with relevant teams; ensure to issue/cancel cases within 7 working days.
- Notify the Rehab & Retention team leaders of cases pending on the 7th working day in the Certificate Automation System or CRM Retail.
Specialist Skills / Technical Knowledge Required for this Role:
- Experience in quality evaluation within customer service.
- Comprehensive knowledge of the Rehab & Retention policies and procedures, as well as the company's products.
- Background in a financial services environment.
- Good communication skills and strong computer proficiency.
- Strong command of Arabic and English language.
