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Quality Assurance Analyst

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Role: Quality Assurance Analyst

Location: Abu Dhabi

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
  • Sharing call quality check results with the team and providing the required coaching wherever is required for officers
  • Review duplicate complaints data and do monthly reporting to line manager / HOD
  • Conducting checks on invalid complaints to validate the tagging done by officers 
  • Update and manage daily follow up sheet and provide daily updates to officer for customer communication on their request
  • Supporting team leaders in enhancing the call quality process /standards.


Specialist skills / technical knowledge required for this role:

  • Customer focused and managing relation within the bank’s rules, regulations and interest. 
  • Experience in Contact Center, Customer Service, or complaints environment.
  • Excellent inter-personal and communications 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 and address through root cause analysis.    


Previous experience required (if any):

  • Experience working in Contact center, customer service, and problem-solving role.
  • 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.


This position is for UAE Nationals only.

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