Quality Assurance Officer

1 week ago

Dubai, Dubai, United Arab Emirates ALMIRAX Real Estate Full time 40,000 - 60,000 per year

AlMirax is hiring Quality Assurance Officer who will be responsible for developing, implementing, and monitoring internal processes and controls to ensure all real estate transactions, customer interactions, and operational procedures adhere to internal quality standards, legal regulations, and industry best practices. This role is critical for
mitigating risk
, maintaining a high level of
service excellence
, and driving
organizational compliance
.

Key Responsibilities:

·      Conduct pre-closing audits on real estate transaction files (sales, leasing, property management agreements) to verify accuracy, completeness, and adherence to legal requirements and company policies.

·      Review and approve key documentation, including contracts, inspection reports, offer letters, and listing agreements, ensuring all required disclosures and signatures are present.

·      Monitor adherence to AML/CFT (Anti-Money Laundering/Combating the Financing of Terrorism) and other financial compliance regulations within the transaction process.

·      Develop and execute internal audit plans for core operational areas like lead management, CRM usage, marketing claims, and customer service protocols.

·      Perform call monitoring and evaluation for real estate agents and customer service staff to assess communication quality, compliance with scripts/standards, and sales effectiveness.

·      Analyze quality control data, conduct Root Cause Analysis (RCA) for recurring errors or customer complaints, and recommend corrective and preventive actions (CAPAs).

·      Ensure data integrity within the CRM system (Customer Relationship Management), including monitoring lead status, agent activity, and property listing details to ensure accuracy and compliance.

·      Prepare detailed Quality Reports and dashboards summarizing audit findings, non-conformance rates, customer feedback trends (e.g., Net Promoter Score - NPS), and the status of corrective actions for senior management.

·      Collaborate with the Training Department to design and deliver quality assurance training for new and existing employees on policies, compliance standards, and best practices.

·      Maintain and update the company's Standard Operating Procedures (SOPs) and quality manuals to reflect regulatory changes and process improvements

Required Qualifications and Skills:

Education: Bachelor's degree in business administration
, Real Estate, Law, or a related field.

Experience:
Minimum
3+ years
of experience in Quality Assurance, Compliance, or a similar auditing role, preferably within the real estate, financial services, or a highly regulated industry.

Technical Skills Exceptional proficiency:
in reviewing legal and transactional documents. Experience with
CRM platforms:
(e.g., Salesforce, HubSpot) and strong skills in data analysis (MS Excel).

Soft Skills Meticulous attention to detail
and a methodical approach.

Strong
analytical
and
problem-solving
abilities Excellent written and verbal
communication
for feedback and reporting.

Knowledge:
Familiarity with local and national
real estate laws, brokerage regulations
, and transactional processes.

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