Quality Assurance Analyst

Job description / Role

Role Purpose

Perform quality evaluation for complaints resolution for ADIB business groups and ADIB subsidiaries.

Key Accountabilities of the Role

Responsibilities:

• Conduct quality evaluation for complaints resolution for ADIB business groups and ADIB subsidiaries.
• Share call quality check results with the team and provide the required coaching wherever needed for officers.
• Review duplicate complaints data and do monthly reporting to line manager / HOD.
• Conduct checks on invalid complaints to validate the tagging done by officers.
• Update and manage daily follow-up sheet and provide daily updates to officers for customer communication on their requests.
• Support team leaders in enhancing the call quality process/standards.

Specialist Skills / Technical Knowledge Required for This Role

• Customer focused and managing relations within the bank's rules, regulations, and interests.
• Experience in contact center, customer service, or complaints environment.
• Excellent interpersonal and communication skills with good language command.
• Thorough and detailed understanding of ADIB's systems, policies, products, and procedures.
• Excellent analytical skills to enable resolution of complex issues and address them through root cause analysis.

Previous Experience Required (If Any)

• Experience working in contact center, customer service, and problem-solving roles.
• Knowledge of banking laws, policies, procedures, and practices.
• Banking experience in service delivery and customer experience.
• Bachelor's degree holder in banking, finance, or related field.

Note: This position is for UAE nationals only.