Customer Lifecycle Unit Quality Assurance Officer
منذ 15 ساعات
Cairo, مصر
Abu Dhabi Islamic Bank - Egypt
دوام كامل
مجانًا عبر البريد الإلكتروني أو Google
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Job Purpose:
To ensure the quality and compliance of customer interactions by monitoring and evaluating CLCU agents’ calls, identifying performance and risk gaps, and providing actionable feedback to enhance service quality, customer experience, and adherence to regulatory and internal standards.
Key Accountabilities:
1. Monitor and evaluate recorded and live customer interactions against established quality standards, service guidelines, and regulatory requirements.
2. Assess agents’ adherence to approved scripts, processes, and compliance controls, identifying deviations and potential risk exposures.
3. Provide timely, constructive feedback and coaching recommendations to improve communication quality, accuracy, and customer handling skills.
4. Identify quality trends, recurring issues, and root causes, and recommend corrective and preventive actions to enhance performance.
5. Prepare and maintain quality assurance scorecards, evaluation reports, and performance dashboards for management review.
6. Ensure the development, review, and continuous enhancement of quality assurance frameworks, monitoring criteria, and evaluation methodologies.
7. Ensure compliance with internal policies, regulatory requirements, and customer protection standards, escalating critical findings and control breaches when necessary.
8. Collaborate with team leaders and relevant stakeholders to implement quality improvement initiatives, mitigate operational risks, and enhance overall customer experience.
Qualifications &
Experience:
• Bachelor’s degree in Commerce, Business Administration, Accounting or its equivalence.
• CLCU Quality Assurance Officer: 0 to 2 years of call center, call center quality assurance or a related job field.
• CLCU Quality Assurance Senior Officer: 2 to 4 years of call center, call center quality assurance or a related job field.
Experience:
• Bachelor’s degree in Commerce, Business Administration, Accounting or its equivalence.
• CLCU Quality Assurance Officer: 0 to 2 years of call center, call center quality assurance or a related job field.
• CLCU Quality Assurance Senior Officer: 2 to 4 years of call center, call center quality assurance or a related job field.