Abu Dhabi Islamic Bank
Quality Assurance Analyst
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
- Conduct 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
- Conducting 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
- Customer focused and mana...