Quality Assurance Analyst

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:

• 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.

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• 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.