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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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