Rehab & Retention Quality Officer
ADIB
On-siteFull TimeMid LevelCustomer Service
No salary statedPosted 9 hours ago9h agoApply link checked 1 hour ago
Why we think you can apply
- Employer country
- United Arab Emirates
- Hiring model
- UAE-based role · the employer hires in the UAE
- Work from
- The employer's office · on-site
- Time-zone overlap
- Gulf Standard Time · none needed
Posted 9 hours ago · apply link checked 1 hour ago
About the role
Responsibilities
- Perform periodic quality samples and prepare reports
- Conduct call back activities and random sampling of cases
- Monitor specialist calls and score them based on agreed criteria
- Coach and support the Rehab & Retention team for performance improvement
- Maintain and update MIS of quality scores and trends
- Perform monthly training for specialists and team leaders
- Validate complaints and escalate valid issues to management
- Handle NLC cases and follow up with relevant departments
Requirements
- Experience in quality evaluation within customer service
- Comprehensive knowledge of Rehab & Retention policy & procedures and ADIB products
- Experience within a financial services environment
- Good communication skills and strong computer skills
- Strong command of Arabic and English languages
About the Company
Abu Dhabi Islamic Bank (ADIB) provides a wide range of Islamic banking services and products to customers in the United Arab Emirates.
What we look for
- Experience in quality evaluation within customer service
- Knowledge of Rehab & Retention policy & procedures
- Experience in financial services
- Strong Arabic and English skills
- Strong computer skills
Quality AssuranceCustomer Service
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