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Quality Assurance Specialist

2 months ago

Abu Dhabi, Abu Dhabi, United Arab Emirates First Gulf Bank PJSC Full time
Job Title: Quality Assurance Specialist

We are seeking a highly skilled Quality Assurance Specialist to join our team at First Abu Dhabi Bank. As a Quality Assurance Specialist, you will be responsible for assessing the quality of performance of our agents dealing with customers.

Key Responsibilities:
  • Assess the quality of inbound and outbound calls to evaluate technical accuracy, customer service performance, sales pitch, consistency, and conformity to group policies and procedures.
  • Participate in the design of calls evaluation checklist and quality standards.
  • Use quality evaluation data to compile and track performance at individual and team levels, providing actionable data to internal stakeholders.
  • Ensure the administration accuracy, appropriate recording, storage of records, and associated documentations.
  • Report any fraudulent activities or unprofessional behavior by agents to the respective Team Manager.
Requirements:
  • Bachelor's Degree in any discipline or Higher in Management, Banking, preferably in monitoring, audit, training, analytical skills and documentation.
  • 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.
  • Experience in monitoring service and sales calls.
  • Experience in developing evaluation programs for analyzing critical performance.
What We Offer:
  • A competitive salary and benefits package.
  • Opportunities for professional growth and development.
  • A dynamic and inclusive work environment.