Quality Assurance Analyst

DescriptionRole: Quality Assurance AnalystLocation: Abu DhabiRole 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 subsidiariesSharing call quality check results with the team and providing the required coaching wherever is required for officersReview duplicate complaints data and do monthly reporting to line manager / HODConducting checks on invalid complaints to validate the tagging done by officersUpdate and manage daily follow up sheet and provide daily updates to officer for customer communication on their requestSupporting 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 Employment Type : Full Time Experience: years Vacancy: 1