Customer Protection Regulation (CPR) Oversight and QA Officer

About the role

Commercial Bank of Dubai is looking for an Officer to support independent oversight and quality assurance across Customer Engagement. The role conducts structured reviews, maintains regulatory evidence and monitors actions so that the bank complies with the UAE Consumer Protection Regulation (CPR), Consumer Protection Standards, the SME Customer Protection Regulation and internal governance requirements. It helps identify control gaps early and promotes fair, consistent customer outcomes.

Key responsibilities

• Maintain the CPR obligations register, control matrix, evidence repository and regulatory action tracker, and monitor assigned CPR, Consumer Protection Standards and SME Customer Protection Regulation requirements, escalating gaps or overdue actions to the Manager.
• Review processes, procedures, customer communications and records against regulatory and internal requirements, and assist with impact assessments and implementation tracking for CBUAE notices and guidance.
• Carry out risk-based and periodic QA reviews using approved sampling plans, checklists and schedules, reviewing complaint files, investigations, correspondence, call records and closure rationale.
• Assess adherence to customer fairness, transparency, confidentiality and accessibility standards, document findings, rate exceptions and prepare scorecards, exception logs and trend summaries, following up corrective actions.
• Validate complaint classification, root-cause coding, outcomes and corrective actions, and check complaints dashboards, thematic analysis and CPR reports before submission.
• Support evidence requests, management responses, remediation plans and closure packs for audits, compliance reviews and regulatory inspections, and track action owners and target dates.
• Analyse QA results and complaint themes to identify training needs and process improvements, and support thematic reviews, awareness sessions and quality coaching.

Required profile

• Bachelor's degree in Business Administration, Finance, Banking, Risk Management, Compliance, Quality Management, Customer Experience or a related discipline.
• Professional certification or training in quality assurance, compliance, risk, audit, customer experience or process improvement is preferred.
• 1-2 years of relevant experience in banking or financial services, preferably in customer complaints, quality assurance, customer experience, operations, risk or compliance.
• Working knowledge of customer protection, complaint handling, conduct-risk and regulatory control requirements.
• Experience in file reviews, sampling, exception reporting, action tracking, root-cause analysis or governance reporting is preferred.

Required skills

• Proficiency in Microsoft Excel, PowerPoint and Word.
• Experience with complaint-management, CRM or risk systems is an advantage.