Quality Assurance Analyst

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 f...