Specialist Quality Assurance Full-time Job

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 call’s evaluation process.

For ensuring the administration accuracy, appropriate recording, storage of records and associated documentations.

Call’s evaluation:

Evaluate inbound and outbound calls to assess, FAB and DF, Business Development Unit (BDU) agent’s technical accuracy, customer service performance, sales pitch, consistency of the call 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 level, namely provides actionable data to various internal stakeholders.

Ensure calls details and specific feedback using the standard calls evaluation checklist for tracking further training requirements.

Ensure calls evaluation selection criteria is based upon agreed criteria namely, Smart calls, Booking calls, Non-sales/Non-Booking calls, NPS calls, RSA and MetLife booking calls.

Ensure to report any fraudulent activities by agents noticed during the call’s evaluation to GFRI and to the respective Team Manager immediately upon finding. Further, ensure any rude or unprofessional behavior by agents towards the customer is escalated to the Team Managers for appropriate action.

Inbox handling:

Ensure reverting / handling all the emails in the Inbox in a timely and efficient manner which consists of enquires, complaints, Team Manager call feedback request example on new joiners, exceptional booking cases, appreciation emails by customer etc. as per TAT (24 to 48 hours).

Ensure all emails pertaining to complaints against agents are reviewed and directed to the respective Team Manager for their feedback and resolutions.

FAB, the UAEs largest bank and one of the worlds largest financial institutions offers a an extensive range of tailor-made solutions, and products and services, to provide a customised banking experience. Through its strategic offerings, it looks to meet the banking needs of customers across the world via its market-leading Corporate and Investment Banking and Personal Banking franchises.
Headquartered in Abu Dhabi, in Khalifa Business Park, the banks international network spans over 19 countries, across the world, providing the global relationships, expertise and financial strength to support local, regional and international businesses seeking to do business at home and abroad. In line with its commitment to put customers first, to Grow Stronger, FAB will continually invest in people and technology to create the most customer-friendly banking experience and will support the growth ambitions of its stakeholders across the global network in which the bank operates.
To empower its customers and clients to Grow Stronger, FAB is initiating a powerful movement, which goes beyond banking. The Grow Stronger movement represents the banks promise to support its stakeholders goals and growth ambitions, providing ideas, tools and expertise to help them become stronger, today and in the future. Through a strong, diversified balance sheet, leading efficiency and a solid corporate governance structure in place, FAB is set to drive growth forward.