Quality Assurance Specialist at CBD

Dubai, Dubai, United Arab Emirates -

Full Time

Start Date

Immediate

Expiry Date

24 Sep, 26

Salary

0.0

Posted On

26 Jun, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Call Monitoring, Coaching, Quality Assurance, Transaction Auditing, Compliance Monitoring, Analytical Skills, Attention To Detail, Communication Skills, Customer Experience Standards, MIS Reporting, Calibration Sessions, Onboarding Assessment

Industry

Banking

Description

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 Proven excellent listening skills. Analytical and attention to details. Excellent communication skills. Positive attitude. Good knowledge of bank products, process and system information.

Responsibilities

The role involves monitoring and evaluating the quality of calls, chats, and transactions for contact center staff to ensure adherence to customer experience and compliance standards. The specialist provides coaching, feedback, and MIS reports to drive service improvement and consistency.