Quality Assurance Analyst

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 enhancin...