Rehab & Retention Quality Officer
ADIB · Abu Dhabi
On-site · Abu DhabiFull TimeMid LevelFinance & Banking
Posted 2 hours ago2h agoApply link checked 1 hour ago
Why we think you can apply
- Employer country
- United Arab Emirates · Abu Dhabi
- Hiring model
- UAE-based role · the employer hires in the UAE
- Work from
- Abu Dhabi · on-site
- Time-zone overlap
- Gulf Standard Time · none needed
Posted 2 hours ago · apply link checked 1 hour ago
About the role
Responsibilities
- Perform periodic quality samples on attrited, call-back, retained and reschedule cases and report results
- Monitor specialists' calls weekly, scoring against agreed criteria
- Coach and support the Rehab & Retention team on performance and skills
- Maintain MIS of quality scores, common errors, complaints and trends
- Deliver monthly quality training to specialists and team leaders
- Validate complaints and escalate valid ones with recommended actions
- Handle daily NLC cases and follow up with collection, branches and other teams
Requirements
- Experience in quality evaluation within customer service
- Comprehensive knowledge of Rehab & Retention policies, procedures and bank products
- Experience in a financial services environment
- Good communication and strong computer skills
- Strong command of Arabic and English
About the Company
- ADIB is a leading Islamic bank based in Abu Dhabi.
What we look for
- Experience in quality evaluation within customer service
- Comprehensive knowledge of Rehab & Retention policies, procedures and bank products
- Experience in a financial services environment
- Good communication and strong computer skills
- Strong command of Arabic and English
Customer ServiceComplianceTrainingFinancial ServicesQuality AssuranceReporting
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ADIBAbu Dhabi
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