Specialist- Quality Assurance

3 weeks ago

abu dhabi, United Arab Emirates First Gulf Bank PJSC Full time
Specialist- Quality Assurance (UAE NATIONALS ONLY)
  • Full-time
  • Sub Division: Business Management CBG
  • Division: Consumer Banking Group - UAE

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.

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.

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.

  • 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.
  • Monitor the effectiveness/quality of calls and establish solutions to improve.
  • At least 3 - 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.
  • Minimum experience in monitoring service and sales calls to assess employee demeanor, sales performance and conformity to company policies and procedure.
  • Minimum experience in developing evaluation programs for analyzing critical performance, behaviors and metrics.

Certificate in Quality assurance is a plus and solid knowledge of relevant regulatory standards.

#J-18808-Ljbffr

  • Quality Assurance Specialist

    3 days ago

    abu dhabi, United Arab Emirates Tafaseel Group Full time

    Developing Quality Standards: Establish and maintain quality standards, policies, and procedures for procurement processes and activities.Auditing and Inspection: Conduct regular audits and inspections of procurement documentation, processes, and vendor performance to ensure compliance with quality standards and regulatory requirements.Vendor...

  • Specialist Quality Assurance

    3 weeks ago

    Abu Dhabi, United Arab Emirates KBR Full time

    Provides specialized technical expertise in support of the Quality program, including specialized inspection and testing techniques, quality training, statistical methods, audits, quality tools for problem solving and assessment.Creates inspection reports stating the conditions of a work area to ensure requirements are met.Makes recommendations for...

  • Specialist Quality Assurance

    3 weeks ago

    abu dhabi, United Arab Emirates KBR Full time

    Provides specialized technical expertise in support of the Quality program, including specialized inspection and testing techniques, quality training, statistical methods, audits, quality tools for problem solving and assessment.Creates inspection reports stating the conditions of a work area to ensure requirements are met.Makes recommendations for...

  • Specialist Quality Assurance

    4 weeks ago

    Abu Dhabi, United Arab Emirates KBR Full time

    Provides specialized technicalexpertise in support of the Quality program, including specializedinspection and testing techniques, quality training, statisticalmethods, audits, quality tools for problem solving andassessment.Creates inspection reports statingthe conditions of a work area to ensure requirements aremet.Makes recommendations for...

  • Quality Assurance

    4 weeks ago

    Abu Dhabi, United Arab Emirates REMAX Smart Concept Full time

    **Responsibilities**: - Develop and implement quality assurance processes and procedures tailored to the call center and real estate operations. - Provide feedback and coaching to call center agents and real estate professionals to improve performance and customer satisfaction. - Monitor key performance indicators (KPIs) related to call center and real...

  • Quality Assurance

    4 days ago

    abu dhabi, United Arab Emirates Skills Hub Recruitment Solutions Full time

    As a QA Officer, the candidate must have exposure to Audits in Healthcare such as (TASNEEF, DOH, ADHICS, etc.), and moreover, handling policies, compliance, KPIs, and TQM.Job Roles & Responsibilities:Develop, implement, and maintain quality management systems (QMS) in accordance with DOH, JAWDAH, TASNEEF, and other regulatory requirements for healthcare...

  • Quality Assurance

    6 days ago

    Abu Dhabi, United Arab Emirates Skills Hub Recruitment Solutions Full time

    Job Title: Quality Assurance OfficerJob Type: PermanentJob Location: Abu DhabiAbout the Job:As a QA Officer the candidate must have exposure to Audits in Healthcare such as (TASNEEF DOH ADHICS etc.) and moreover handling policies compliance KPIs and TQM.Job Roles & Responsibilities:Develop implement and maintain quality management systems (QMS) in accordance...

  • Head Of Quality Assurance

    4 weeks ago

    abu dhabi, United Arab Emirates AbuDhabi Full time

    Reporting to: Senior Vice President Operations AssuranceVersion/ Updated Date:ROLE PURPOSE:The Head of Quality Assurance leads the Integrated Management System and Quality Assurance for ADA's airports. This role establishes international performance standards, compliance procedures, and strategic plans. It provides technical guidance for business...

  • Quality Assurance

    4 days ago

    Abu Dhabi, United Arab Emirates Skills Hub Recruitment Solutions Full time

    Job Title: Quality AssuranceOfficerJob Type:PermanentJobLocation: AbuDhabiAboutthe Job:As a QA Officer thecandidate must have exposure to Audits in Healthcare such as(TASNEEFDOHADHICS etc.) and moreover handlingpolicies compliance KPIs andTQM.Job Roles &Responsibilities:Developimplement and maintain quality management systems (QMS) inaccordance with DOH...

  • Quality Assurance Officer

    4 weeks ago

    Abu Dhabi, United Arab Emirates Gravity Real Estate Full time

    Ensures quality assurance policies and procedures are met by grading multiple calls and reviewing daily quality reports. - Interpret, build upon, and comply with company quality assurance standards - Logs and tracks all findings from monitored calls to analyze potential trends that may develop. - Monitoring of the quality-relevant KPIs and preparation of the...

  • Quality Assurance Analyst

    4 weeks ago

    Abu Dhabi, United Arab Emirates Skills Hub Recruitment Solutions Full time

    **Job Title: Quality Assurance Officer** **Job Type: Permanent** **Job Location: Abu Dhabi** **About the Job**: **Job Roles & Responsibilities**: - Develop, implement, and maintain quality management systems (QMS) in accordance with DOH, JAWDAH, TASNEEF, and other regulatory requirements for healthcare facilities in Abu Dhabi, UAE. - Conduct internal...

  • AVP - Quality Assurance

    3 weeks ago

    abu dhabi, United Arab Emirates Aldar Properties PJSC Full time

    JOB PURPOSE ·Plan, automate, implement, and improve DevOps and QA activities.·Lead DevOps and QA practices throughout the product development life cycle.·Establish DevOps strategy, architecture, and Quality Assurance.Please note, this role is for a UAE national only.ROLES AND RESPONSIBILITIES·Set up and lead the practice by creating DevOps and Digital...

  • Quality Assurance Officer

    2 weeks ago

    abu dhabi, United Arab Emirates Skills Hub Recruitment Solutions Full time

    Job Title: Quality Assurance OfficerJob Type: PermanentJob Location: Abu DhabiAbout the Job:As a QA Officer, the candidate must have exposure to Audits in Healthcare such as (TASNEEF, DOH, ADHICS, etc.), and moreover, handling policies, compliance, KPIs, and TQM.Job Roles & Responsibilities:Develop, implement, and maintain quality management systems (QMS) in...

  • Senior Quality Assurance Lead

    3 weeks ago

    Abu Dhabi, United Arab Emirates BLACKSTONE eIT Full time

    Daily and Monthly Responsibilities• Lead and manage the quality assurance team, including planning and organizing their work, providing guidance and mentorship, and conducting performance evaluations.• Collaborate with stakeholders to define quality standards and establish best practices for software testing and quality assurance.• Develop and...

  • Quality Assurance Officer

    2 weeks ago

    Abu Dhabi, United Arab Emirates Skills Hub Recruitment Solutions Full time

    Job Title: Quality Assurance OfficerJob Type: PermanentJob Location: Abu DhabiAbout the Job:As a QA Officer the candidate must have exposure to Audits in Healthcare such as (TASNEEF DOH ADHICS etc.) and moreover handling policies compliance KPIs and TQM.Job Roles & Responsibilities:Develop implement and maintain quality management systems (QMS) in accordance...

  • Engineer - Quality Assurance

    3 weeks ago

    abu dhabi, United Arab Emirates Core42 Full time

    Develop and implement comprehensive test plans, test cases, and test scripts to validate software functionality, performance, and security.Execute and maintain automated and manual test suites, ensuring accurate and efficient testing coverage.Identify, document, and track software defects and work closely with development teams to resolve issues and ensure...

  • Specialist- Quality Assurance

    3 weeks ago

    abu dhabi, United Arab Emirates First Gulf Bank PJSC Full time

    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...

  • Specialist- Quality Assurance

    3 weeks ago

    abu dhabi, United Arab Emirates First Gulf Bank PJSC Full time

    Specialist- Quality Assurance (UAE NATIONALS ONLY)Full-timeSub Division: Business Management CBGDivision: Consumer Banking Group - UAEFirst 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...

  • Quality Assurance Assistant Qatar and UAE

    3 weeks ago

    Abu Dhabi, United Arab Emirates LULU BAHRAIN HYPERMARKET W.L.L Full time

    Roles & ResponsibilitiesSupport the Quality Assurance/Processing Executive in maintaining quality standards for private label products.Assist in conducting inspections and audits of materials, processes, product evaluation and finished products.Collaborate with teams and suppliers to address quality issues and implement corrective actions.Maintain accurate...

  • Senior Quality Assurance Engineer

    1 week ago

    Abu Dhabi, Abu Dhabi, United Arab Emirates KBR Full time

    Title:Senior Quality Assurance EngineerCandidate must have comprehensive practical knowledge and experience in Quality assurance aspects as applied in Oil and Gas Projects including.Demonstrated experience in development, implementation monitoring of Project Quality Management SystemsSupport the Project Quality Management ReviewSupport monitoring of project...