Senior Officer- Quality Assurance

Job Purpose

The 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.

Accountabilities

Calls evaluation

• Evaluate 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 specifi...