Quality Assurance Analyst

Role: Quality Assurance AnalystLocation: Abu DhabiRole 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.