Officer - Quality Control (Emirati Talent)

About the role

The Quality Control Officer will ensure the accuracy and compliance of ENR sales transactions, monitor call quality, and support operational efficiency within the banking environment. This position is aimed at Emirati talent and requires close collaboration with operations, IT, and the line manager.

Key responsibilities

• Listen to calls regularly and provide feedback on errors or critical issues.
• Verify and release ENR sales transactions by checking system bookings across all portfolio products.
• Generate timely MIS reports for management to track productivity and improve call quality.
• Support data and lead uploads to Dialer and CRM according to defined processes.
• Assist in UAT testing, documentation, and product support for various systems.
• Address customer complaints related to ENR Sales/Retention/CLM within agreed TAT.
• Perform system checks before processing requests and conduct daily report reviews to prevent operational lapses.
• Liaise with Operations and IT to obtain necessary reports and develop new processes for higher productivity and quality.

Required profile

• Minimum 4 years of experience in retail banking, cards portfolio management, or related quality assurance roles.
• Strong communication and interpersonal skills.
• University bachelor's degree from a recognized institution.

Required skills

• UAT testing documentation
• MIS reporting
• Dialer CRM