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.
• 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.

Specialist skills / technical knowledge required...