Quality Assurance Specialist

Responsibilities

• Review recorded customer interactions to ensure objectives are met and administrative tasks are completed per quality standards
• Provide constructive feedback to identify performance gaps and drive continuous improvement in service quality
• Maintain comprehensive knowledge of Bank products, services, policies, and regulatory requirements
• Support compliance and quality initiatives by developing processes, checklists, and data analysis reports
• Collect and analyze data to prepare timely reports for management decision-making
• Coordinate with Compliance, Risk, and Complaint Management on quality findings
• Participate in calibration meetings to ensure evaluation consistency
• Engage with Product and Process teams to share customer feedback and improvement opportunities

Requirements

• Minimum 3–5 years of experience as a specialist within a banking, financial services, or collections environment
• Experience working in a regulated environment with exposure to compliance and audit requirements
• Proficiency in using MS Office and quality monitoring systems
• Ability to analyze quality trends and identify root causes
• Strong communication skills to present factual information clearly

Preferred Qualifications

• Experience in the UAE or GCC banking sector