Senior Officer- Quality Assurance

Company Description

Join the UAE’s largest bank and one of the world’s largest and safest financial institutions. Our focus is to create value for our employees, customers, shareholders and communities to grow through differentiation, agility and innovation.

We are looking for top talent and your success is our success. Accelerate your growth as you help us reach our goals and advance your career. Be ready to make your mark a top company, in an exciting and dynamic industry. 

Job Description

The role holder is responsible:

• For assessing the quality of performance of Business Development Unit (BDU) Sales & Acquisition, FAB Retention, Digital Fulfillment, Banca Assurance team agents of First Abu Dhabi Bank (FAB) and Dubai First (DF) dealing with existing and potential customers.
• For the workflow which includes analytical procedure for Quality Assurance (QA) in the call’s evaluation process.
• For ensuring the administration accuracy, appropriate recording, storage of records and associated documentations.
  
  

Call’s Evaluation

• Evaluate inbound and outbound calls to assess, FAB and DF, Business Development Unit (BDU) Sales & Acquisition , FAB Retention, Digital Fulfillment, Banca Assurance team agent’s technical accuracy, customer service performance, sales pitch, consistency of the call and conformity to group policies and procedures.
• Participates in design of calls evaluation checklist and quality standards.
• Use quality evaluation data to compile and track performance at individual and team level, namely provides actionable data to various internal stakeholders.
  
  

Inbox Handling

• Ensure reverting / handling all the emails in the Inbox in a timely and efficient manner which consists of enquires, complaints, Team Manager call feedback request example on new joiners, exceptional booking cases, appreciation emails by customer etc. as per TAT (24 to 48 hours).
• Ensure all emails pertaining to complaints against agents are reviewed and directed to the respective Team Manager for their feedback and resolutions.
  
  

Other Activities

• Assist in projects and investigation.
• Call Back process activity for CB Sales, BDU & Branches.
• Assist in Automation project activity pertaining to QA activities.
• Learn about new products, procedures and services as they are launched and share knowledge with the team members.
• Coordinate implementation, update and continuous use of ORM tools. Spread awareness of ORM in general and ORM tools.
• Any other ad – hoc assignment requested by Team Managers of all the units under QA team’s scope, Manager- Quality Assurance Control team, AVP – Quality Assurance, VP - S&D Channels Support and Head of Business Governance.
  
  

Qualifications

Join the UAE’s largest bank and one of the world’s largest and safest financial institutions. Our focus is to create value for our employees, customers, shareholders and communities to grow through differentiation, agility and innovation.

We are looking for top talent and your success is our success. Accelerate your growth as you help us reach our goals and advance your career. Be ready to make your mark a top company, in an exciting and dynamic industry. 

Additional Information

Candidate should have excellent communication in both Arabic and Englist