Job Description

Overview

Role: Quality Assurance Analyst

Location: Abu Dhabi

Role Purpose

Perform quality evaluation for complaints resolution for ADIB business groups and ADIB subsidiaries.

Key accountabilities

Responsibilities:

  • Conduct quality evaluation for complaints resolution for ADIB business groups and ADIB subsidiaries
  • Share call quality check results with the team and provide required coaching wherever needed for officers
  • Review duplicate complaints data and do monthly reporting to line manager / HOD
  • Conduct 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
  • Support team leaders in enhancing the call quality process / standards
Specialist skills / technical knowledge
  • Customer focused and ...

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