Quality Assurance Analyst

Responsibilities

• Perform 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.
• 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.
• 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 w...