Quality Assurance Specialist

Job description / Role

Job Purpose:

• Evaluate and monitor the quality of calls, web chat, facebook handling, and Transaction audit and product applications for contact Centre staff while providing feedback and coaching for improvement

Principal Accountabilities:

• Call monitoring, coaching and feedback to CCAs responsibility for delivery of the defined customer experience in every call.
• Evaluate overall quality of calls for the center and make necessary recommendations to raise the standard.
• Provide daily/weekly MIS of call monitoring, coaching and feedback.
• Work closely with Quality Call Supervisor to maintain the data for calls and errors.
• Ensure entire department is communicating to customer as per the standard scripts which are set by the department and approved by Service Quality.
• Conduct transaction audit by listening to calls or report checking for calls, web chat, facebook, product applications etc.
• Provide required training and feedback sessions.
• Identify and recommend the training requirements based on the evaluation done.
• Satisfactory resolution for all internal customers problems and system / access related complaints and make root cause analysis to avoid reoccurring in future
• Staff Improvement based on training and coaching sessions provided
• Identify and reduce errors based on transaction audit

Requirements

Requirements:

Education and Experience:

• Bachelors Degree in a Finance/Commerce discipline
• 2 to 3 years' experience in banking/ customer service

About the Company

In 1969, when we at Commercial Bank of Dubai started out little did we know that sheer grit and determination would get us where we are today. An Emiri Decree issued by His Highness the Late Sheikh Rashid Bin Saeed Al Maktoum, the founder of modern Dubai, laid the cornerstone of Commercial Bank of Dubai. We started out as a joint venture of Commerzbank, Chase Manhattan Bank and Commercial Bank of Kuwait. A minority stake was held by a few UAE businessmen.

By 1982, little more than a decade later, we evolved into a National Public Shareholding company. A feat complimented by an exponential increase in the capital base and mammoth restructuring of our operations. The feather in the cap came when the Government of Dubai became a key shareholder.

Over the decades, we have transformed ourselves into a progressive and modern banking institution. We are supported by a sturdy financial base and reigned by a strong and stable management. The proof of which lies with our customers who have stood by us over the years.