Quality Assurance Specialist

About This Role

The Role

JOB PURPOSE Evaluate and monitor the quality of calls, chat, and Transaction audit for contact Centre staff while providing feedback and coaching for improvement. JOB ACCOUNTABILITIES - Responsible for call monitoring, coaching, and feedback to Contact Centre Agents to ensure adherence to the defined customer experience standards - Monitor adherence to mandatory scripts, disclosures, and process steps, highlighting any compliance risks and ensuring corrective actions are communicated and tracked. - Maintain accurate records of monitored interactions in designated QA trackers/folders and ensure supporting evidence is available for audit/review. - Conduct transaction audits by listening to calls or report checking for calls, chat, etc. - Evaluate overall interaction quality and identify improvement opportunities, providing recommendations to enhance service standards and consistency. - Lead or facilitate calibration sessions and quality discussions in the absence of the QA Manager to maintain scoring alignment - Support onboarding/OJT quality assessments (e.g., mock chats/call evaluations) and communicate outcomes to stakeholders as required. - Conduct structured coaching sessions and document coaching points, ensuring communication is shared with relevant stakeholders as per QA process - Provide daily/weekly MIS of call monitoring, coaching and feedback. - Demonstrate flexibility by undertaking any additional QA duties or adhoc assignments as required to meet evolving business requirements. - Review and validate QA evaluations and MIS outputs to ensure accuracy, consistency, and adherence to defined quality standards. - Act as a deputy to the QA Manager, supporting day-to-day operations and providing guidance to QA team members as required. - Contribute to process improvements and QA framework enhancements, including updates to scorecards, trackers, and monitoring methodologies. Requirements QUALIFICATIONS - Bachelor's Degree or equivalent qualification. - 1 years' experience in banking/ customer service - Analytical and attention to details. - Excellent communication skills. - Good knowledge of bank products, process and system information.

Requirements

About the company

In 1969, when we at Commercial Bank of Dubai started out little did we know that sheer grit and determination would get us where we are today. An Emiri Decree issued by His Highness the Late Sheikh Rashid Bin Saeed Al Maktoum, the founder of modern Dubai, laid the cornerstone of Commercial Bank of Dubai. We started out as a joint venture of Commerzbank, Chase Manhattan Bank and Commercial Bank of Kuwait. A minority stake was held by a few UAE businessmen. By 1982, little more than a decade later, we evolved into a National Public Shareholding company. A feat complimented by an exponential increase in the capital base and mammoth restructuring of our operations. The feather in the cap came when the Government of Dubai became a key shareholder. Over the decades, we have transformed ourselves into a progressive and modern banking institution. We are supported by a sturdy financial base and reigned by a strong and stable management. The proof of which lies with our customers who have stood by us over the years.