Overview
Quality and Control Officer Jobs in Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates at Al Maryah Community Bank
Title: Quality and Control Officer
Company: Al Maryah Community Bank
Location: Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates
Role Purpose:
To provide valuable support to achieve business goals
The primary focus of this role is to monitor, measure, and assure compliance, identify areas for improvement, and implement effective control measures.
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Key Accountabilities
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. Monitor the performance of different units to ensure compliance with quality standards and internal policies.
·Conduct regular evaluations and assessments of customer interactions and the service delivery to measure the quality and identify the gaps.
·Perform quality checks on calls/video calls/complaints/chatbot/mailbox/CRM cases/social media cases, etc.
·Identify areas of non-compliance, process inefficiencies, process gaps or low-performing individuals through data analysis, reporting, and observation
·Collaborate with relevant stakeholders to investigate identified gaps, analyze root causes, and develop remedial actions.
·Measure and drive customer experience and customer satisfaction modules (Such as surveys, user testing, focus groups,..etc) and incorporate insights into service design and deliverables
·Review and analyze recorded customer interaction to identify trends, and areas of improvement
·Review complaints reporting to CBUAE to ensure that the reports meeting the consumer protection regulations
·Prepare comprehensive reports and documentation on quality control findings, non-compliance issues (if required), and recommendations for management review
·Provide coaching and guidance to employees on quality control standards, policies, and best practices.
·Provides action points to various units as needed to take corrective actions.
·Conduct regular feedback sessions and provide constructive suggestions to enhance individual and team performance.
·Conduct analysis of quality control data to provide recommendations for process enhancements and and staff weakness points.
·Implement enhancements and provide suggestions to existing processes, controls, and procedures to improve efficiency and effectiveness.
·Develop action plans to address identified gaps, monitor the staff progress, and ensure timely resolution.
·Manage and review scripts used in customer interactions, ensuring compliance approval with regulatory requirements.
·Collaborate with relevant teams to update and maintain scripts to meet quality standards.
·Holistic view of the customer experience by identifying critical touch points and how these touch points are connected
