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Job Description
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.
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- 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.
Skills
Quality AssuranceIf an employer asks you to pay any kind of fee, please notify us immediately. Jobaaj does not charge any fee from the applicants and we do not allow other companies also to do so.
About Company
Abu Dhabi Islamic Bank, A Public Joint Stock Company, is a leading Islamic bank headquartered and listed in Abu Dhabi- UAE with a purpose of being a lifelong partner for customers, colleagues and community. Over the last two decades, ADIB has demonstrated a consistent track record of growth with assets now totaling USD 34 billion. The bank currently serves more than 1 million customers through a balanced proposition that combines a highly-personalized customer experience with world-class digital banking services. ADIB is a full-fledged financial service provider that offers banking solutions for individuals, corporates and affluent customers. In addition, the wider ADIB Group provides brokerage, real estate and property management, payments and insurance services. ADIB has one of the largest distribution networks in the UAE with more than 60 branches. Internationally, the bank has a presence in six strategic markets - Egypt, , the Kingdom of Saudi Arabia, the United Kingdom, Qatar, Sudan and Iraq.
Important dates & deadlines?
Application Deadline
03 Apr 26, 01:38 PM IST
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Quality Assurance Analyst
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