Opportunity Description
Role: Quality Assurance Analyst
Location: Abu Dhabi
Role Purpose:
- Perform quality evaluation for complaints resolution for ADIB business groups and ADIB subsidiaries.
- Conduct quality evaluation for complaints resolution for ADIB business groups and ADIB subsidiaries.
- Share call quality check results with the team and provide required coaching wherever needed for officers.
- Review duplicate complaints data and perform monthly reporting to line manager / HOD.
- Conduct checks on invalid complaints to validate the tagging done by officers.
- Update and manage daily follow‑up sheet and provide daily updates to officers for customer communication on their request.
- Support team leaders in enhancing the call quality process/standards.
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