Service Quality Manager (UAE national)

Job SummaryWe are looking for a Service Quality Specialist to support and uplift service delivery across voice and virtual channels within the Client Care Centre. In this role, you will monitor interactions, assess quality against defined standards, and provide clear feedback that directly improves performance. You will partner closely with operations, training, and quality teams to reduce errors, identify root causes, and help create a consistent and customer‑centric experience across every touchpoint.Key ResponsibilitiesMonitor calls and service interactions to assess quality, compliance, and customer experienceProvide clear and constructive feedback to drive measurable performance improvementPartner with training and operations teams to strengthen key business KPIsIdentify quality gaps, process issues, and behaviour trends and support improvement initiativesFacilitate calibration sessions across quality, training, and operations to ensure scoring alignmentConduct mystery calls to assess service standards, product knowledge, and consistencyAnalyse complaints, repeat contacts, and escalations to identify root causes and improvement actionsContribute to achieving key service metrics such as First Contact Resolution, CSAT, and turnaround timesSkills and ExperienceExperience in quality assurance, service quality, or call monitoring roles, ideally within a contact centrePrior contact centre experience preferredUnderstanding of inbound service delivery and customer experience principles is an advantageStrong analytical skills with the ability to interpret data, identify trends, and recommend actionsProficient in MS Word and ExcelExcellent communication skills with confidence delivering feedback across all levelsStrong attention to detail with a focus on compliance and process adherenceAbility to work collaboratively and influence stakeholders across multiple teamsGood listening and communication skills in ArabicQualificationsGraduate degree or equivalent professional experienceAbout Standard CharteredWe're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.Together WeDo the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we doNever settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so wellAre better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long termWhat We OfferIn line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.Time‑off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.Flexible working options based around home and office locations, with flexible working patterns.Proactive wellbeing support through Unmind, a market‑leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first‑aiders and all sorts of self‑help toolkits.A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.#J-18808-Ljbffr