Quality Assurance Analyst
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Description
Role: Quality Assurance Analyst
Location: Abu Dhabi
Role Purpose:
- Perform quality evaluation for complaints resolution for ADIB business groups and ADIB subsidiaries.
Key accountabilities of the role:
Responsibilities:
- 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 required for this role:
- Customer focused and managing relation within the banks rules regulations and interest.
- Experience in Contact Center Customer Service or complaints environment.
- Excellent inter-personal and communications skills with good language command.
- Thorough and detailed understanding of ADIBs systems policies products and procedures.
- Excellent analytical skills to enable resolution of complex and address through root cause analysis.
Previous experience required (if any):
- Experience working in Contact center customer service and problem-solving role.
- Knowledge of banking laws policies procedures and practices.
- Banking experience in service delivery and customer experience.
- Bachelors degree holder in Banking Finance or related field.
This position is for UAE Nationals only.
Required Experience:
IC
Key Skills
- Test Cases
- SQL
- Quality Assurance
- Agile
- TFS
- Jira
- Software Testing
- Test Automation
- Cucumber
- QA/QC
- SDLC
- Selenium
About Company
Welcome to Abu Dhabi Islamic Bank. Our bank offers many of the world's leading financial and banking services. Learn more about us through our website.
