Senior Officer- Quality Assurance

Job PurposeThe 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 calls evaluation process.For ensuring the administration accuracy appropriate recording storage of records and associated documentations.AccountabilitiesCalls evaluationEvaluate inbound and outbound calls to assess FAB and DF BDU agents technical accuracy, customer service performance, sales pitch consistency, 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 levels, providing actionable data to various internal stakeholders.Ensure call details and specific feedback using the standard calls evaluation checklist for tracking further training requirements.Ensure calls evaluation selection criteria are based upon agreed criteria (Smart calls, Booking calls, Non‑sales/Non‑Booking calls, NPS calls, RSA and MetLife booking calls).Report any fraudulent activities by agents noticed during the calls evaluation to GFRI and to the respective Team Manager immediately upon finding; Escalate any rude or unprofessional behavior by agents towards the customer to the Team Managers for appropriate action.Inbox handlingEnsure reverting/handling all the emails in the Inbox in a timely and efficient manner, which includes enquiries, complaints, Team Manager call feedback requests, new joiner cases, exceptional booking cases, appreciation emails by customers, etc., as per TAT 24‑48 hours.Ensure all emails pertaining to complaints against agents are reviewed and directed to the respective Team Manager for feedback and resolution.Performance Boost Plan / 1:1 Feedback sessions / Quality Parameter sessionsPerformance Boost Plan: Ensure agents with Unsatisfactory and Critical calls identified are encouraged and boosted through their calls evaluation over the month; support agents to overcome performance pitfalls and adapt to challenging situations step‑by‑step.Feedback sessions: Conduct 1:1 sessions whenever a Critical call or repeatedly Unsatisfactory calls are identified, to provide coaching, mentoring, and express expectations.Quality Parameter Sessions: Attend and assist in Business Knowledge team monthly training sessions based on identified Unsatisfactory and Critical calls; share knowledge and experience to enhance agent productivity and call quality.Professor KCoordinates in preparing communication/sharing information with agents whenever there is a new/change in existing product or service features, tariff or charges, interest rates, VAT application, promotions, etc. Ensures knowledge is available in a timely manner, enabling informed decisions, improving efficiency and creating better customer experiences.Calls ScriptsEstablish guidelines to provide standard call flow. Ensures consistency in detail to reduce errors, improve productivity and customer satisfaction, and performance.Call CalibrationsConduct call calibration sessions to maintain clear alignment between the QA team and the relevant Team Managers, improving customer service levels and effectiveness of calls handled by agents.MIS and ReportingConsolidate all call details and feedback into a spreadsheet.Prepare, analyze, and publish monthly quality reports for Management and stakeholders.Assist in preparation of internal dashboards and action plans prior to Business Governance team meetings.Other activitiesAssist 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.QualificationsMinimum Qualification: Bachelor degree.Specific Knowledge: Basic computer skills, good communication skills, and attention to detail.Minimum Experience: Minimum 1 year experience in the same or similar role.Remote WorkNoEmployment TypeFulltime#J-18808-Ljbffr