UAE National |Quality Assurance Executive | Financial Services Rental & Leasing | Al-Futtaim Finance

• The Quality Assurance Executive is responsible for supporting the delivery of consistent, compliant, and high-quality customer service by reviewing customer interactions across various communication channels. This role involves completing quality evaluations, documenting findings, providing feedback, and identifying areas requiring coaching or process improvement. The aim is to enhance customer experience, service quality, and adherence to SOPs and regulatory requirements. Success in this role contributes to revenue protection, cost-to-serve optimization, and improved first-contact resolution.

• Review sampled customer interactions across calls, emails, and other approved channels using the assigned QA scorecard.
• Assess accuracy, customer handling, communication quality, case documentation, process adherence, and compliance.
• Record evaluation results with clear and factual comments and maintain complete quality records.
• Ensure timely submission of QA results and maintain accuracy and consistency of scoring.

• Share constructive feedback with employees and supervisors based on evaluation findings.
• Support coaching sessions by providing examples, observed gaps, and agreed improvement actions.
• Follow up on recurring gaps and track improvement after coaching.
• Ensure feedback is shared within agreed timelines and track coaching action follow-up rate.

• Prepare regular quality summaries covering scores, common errors, complaint drivers, and compliance gaps.
• Maintain QA trackers and provide accurate data for operational reports and calibration discussions.
• Escalate serious or repeated quality and compliance concerns to the line manager.
• Ensure accuracy of QA reports and timely reporting of recurring issues identified and escalated.

• Participate in calibration sessions and apply approved scorecards, SOPs, and evaluation guidelines consistently.
• Identify knowledge gaps and recommend refresher training, coaching, or improvements to QA checklists and knowledge articles.
• Handle customer and employee information confidentially and maintain complete records for audit and management review.
• Ensure adherence to approved QA guidelines, reduction in repeated quality errors, and audit readiness.

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