Senior Officer- Quality Assurance (UAE National)

First Abu Dhabi Bank is an inclusive environment where each person values the experiences, perspectives, ideas and beliefs of others. We’re in a unique position to learn from all our colleagues, combining international experience with deep cultural knowledge and local expertise. At FAB, you’ll have the support of your team and a strong relationship with your line manager, who will trust you with responsibility and recognize your good performance. As we embrace different ways of seeing the world, listening to each other and respecting different viewpoints, we grow stronger – together.

JOB PURPOSE:

The role holder is responsible:

For assessing the quality of performance of BDU First Abu Dhabi Bank (FAB) and Dubai First (DF) agents 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.

KEY ACCOUNTABILITIES:

Call’s evaluation:

Evaluate inbound and outbound calls to assess, FAB and DF, Business Development Unit (BDU) 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.

Ensure calls details and specific feedback using the standard calls evaluation checklist for tracking further training requirements.

Ensure calls evaluation selection criteria is based upon agreed criteria namely, Smart calls, Booking calls, Non-sales/Non-Booking calls, NPS calls, RSA and MetLife booking calls.

Ensure to report any fraudulent activities by agents noticed during the call’s evaluation to GFRI and to the respective Team Manager immediately upon finding. Further, ensure any rude or unprofessional behavior by agents towards the customer is escalated to the Team Managers for appropriate action

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.

Performance Boost Plan/1:1 Feedback sessions/ Quality Parameter sessions:

Performance Boost Plan - Ensure agents with Unsatisfactory and Critical calls identified are encouraged and boosted, vide their calls evaluation through the month. Supports agents to overcome performance pitfalls at work and adapt to the challenging situation step-by-step.

Feedback sessions – Conduct 1:1 Feedback sessions, whenever Critical call is identified or Unsatisfactory calls are repeatedly identified with a purpose of providing coaching, mentoring, and expressing expectations. Ensures to share and provide the first-hand experience of calls evaluation for overall unit performance and service improvement.

Quality Parameter Sessions - Attend and assist in Business Knowledge team monthly training sessions conducted based on identified Unsatisfactory and Critical calls, staff who have repeated errors and on the recommendation of the Team Managers. Share knowledge and experience with the agent, thus enabling them to enhance their productivity, increase their efficiency which in return helps them to achieve good call quality.

Professor K:

Coordinates in preparing communication/sharing information with agents whenever there is a new/change in existing product or service features, tariff of charges / interest rates, VAT application, promotions etc. Ensuring knowledge is available in a timely manner, enabling informed decisions, improve efficiency and create better customer experiences.

Calls Scripts:

Establish guidelines to provide standard call flow. Ensuring consistency in detail to reduce errors, help in improving productivity, increase customer satisfaction and performance.

Call Calibrations:

Conducts call calibration sessions with a view to ensure a clear alignment is maintained between the QA team and the relevant Team Managers in improving customer service level and effectiveness of calls handled by agents.

MIS and Reporting:

Consolidate all the call details and feedback based on the evaluation matrix to a spread sheet

Prepare, analyze and publish monthly quality reports for Management and stakeholders.

Assist in preparation of internal dashboard and action plan prior to Business Governance team meetings.

Other activities:

Assist in projects and investigation.

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, BDU Team Managers, VP - CBG Channels Control and SVP, Head of Business Governance.

Minimum Qualification:

• Bachelor’s Degree in any discipline or Higher in Management, Banking, preferably in monitoring, audit, training, analytical skills, and documentation.

Specific Knowledge:

• Strong attention to detail, exceptional listening, problem solving, data collection and analytical skills.
• Strong knowledge of customer care processes and techniques.
• Excellent communication skills and ability to handle multiple tasks under deadlines.

Minimum Experience:

• At least 2 - 5 years or more of experience preferably in a reputable bank or any organization with an understanding of ensuring the compliance of company’s quality standards.