Senior Officer Customer Experience - Emirati Talent

Senior Officer Customer Experience

Job Purpose

Complaints Unit

Collections Department

Call Center

A. Quality Assurance & Audit Reviews

• Conduct regular quality assurance checks across the Complaints (handling, reporting and Framework), Collections, and Call Center teams to assess service delivery, process adherence, and customer communication quality.
• Evaluate complaint responses for accuracy, professionalism, tone, and alignment with regulatory and internal standards.
• Review collection calls and scripts to ensure compliance with fair treatment principles, ethical conduct, and CPSR requirements.
• Monitor call center interactions (inbound/outbound) to assess service consistency and resolution accuracy.
• Identify non-conformities, document findings, and recommend corrective actions to management.

B. Compliance & Governance

• Ensure all quality checks are aligned with CBUAE Consumer Protection guidelines and internal policies.
• Verify that complaints and customer interactions are managed within approved turnaround times (TATs) and quality parameters.
• Support audit, KRI and RCSA (Risk and Control Self-Assessment) exercises by providing QA results, evidence, and control effectiveness ratings.
• Maintain QA records and ensure audit readiness across reviewed departments.
• Serve as a support unit for ad hoc CX tasks and reporting.

C. Reporting & Performance Tracking

• Prepare and present quarterly Quality Assurance Dashboards, highlighting key findings, trends, and corrective actions.
• Consolidate quality review results from all three units (Complaints, Collections, Call Center) for management and regulatory reporting.
• Monitor service quality KPIs such as response accuracy, handling, courtesy, closure quality, and regulatory compliance rate.
• Contribute to quarterly Market Conduct and CX Governance Reports by sharing QA insights and improvement trends.

D. Process & Service Improvement

• Identify process gaps or recurring service quality issues and recommend process or training interventions.
• Collaborate with unit heads to implement service recovery and process improvement initiatives.
• Support Knowledge Base updates and ensure service scripts and templates reflect approved standards.
• Recommend automation opportunities for QA tracking and monitoring tools.

E. Training & Awareness

• Conduct refresher training for staff on communication etiquette, regulatory compliance, and service quality standards.
• Participate in Voice of Customer reviews to align QA findings with customer sentiment trends (CSAT/NPS).
• Support Call Center and Complaint Officers through targeted coaching based on QA results.

Minimum Qualification & Experience

• A minimum of 2 years’ experience in a similar role.
• Outstanding written and verbal communication skills both in English and Arabic.
• Must be able to multitask and work well under pressure.
• Banking experience desirable.
• Knowledge of the local and MENA markets is desirable.
• Understanding of complaint root cause analysis and process automation tools.
• Experience with data visualization tools (Power BI, Excel dashboards) is an advantage
• Knowledge of CBUAE Consumer Protection Standards and Regulations (CPSR) and the Sanadak Ombudsman process.
• Areas of Competency
• QA audit design and execution.
• Analytical and reporting skills.
• High attention to detail and accuracy.
• Excellent written and verbal communication in English and Arabic.
• Ability to identify risks, propose corrective actions, and coordinate improvement initiatives.