Quality Assurance Specialist

Job description / Role

Job Purpose:

Evaluate and monitor the quality of calls, chat, and Transaction audit and product knowledge for contact Centre staff while providing feedback and coaching for improvement and enhancing customer experience. Evaluate and monitor the quality of calls, product applications for complaints staff for improvement. Auditing financial transaction for Tele sales team (outbound to achieve their monthly target)

Principal Accountabilities:

• Call monitoring, coaching and feedback to CCAs responsibility for delivery of quality standards and customer experience in all calls.
• Call monitoring, for complaint team to deliver the quality standards and customer experience in all feedback complaints calls.
• Evaluate overall quality of calls for contact center and make necessary recommendations to raise the process standards.
• Provide daily/weekly MIS of call monitoring, coaching and feedback.
• Ensure entire department is communicating to customer as per the standard scripts which are set by the department and approved by Service Quality team.
• Conduct transaction audit by listening to calls or report checking for calls, chat, , product applications etc.
• Provide required feedback and coaching sessions to all contact centers staff on daily basis.
• Identify and recommend the Feedback requirements based on the Call evaluation done.
• Enhancing customer experience by providing quality monitoring to Agents.
• Work closely with Team Leaders to identify Errors/ mistakes.
• Work on Disputes and make sure it is not breaching quality guidelines.
• Checking financial EOD reports for (IST & Vision plus) system are getting checked on daily basis.
• Reviewing third party recruitment documents from PBG multiple departments and make sure it is as per bank recruitment guidelines and process.
• Update the information/communication on regular basis
• Call monitoring, for Tele sales out bound team to achieve monthly target

Requirements

Education and Experience

• Bachelor's Degree in a Finance/Commerce discipline
• 3 to 5 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.