Quality Assurance Executive - Financial Services Rental & Leasing

About the role

Al Futtaim Finance is hiring a Quality Assurance Executive in Dubai to support consistent, compliant and high-quality customer service. The role reviews customer interactions across calls, emails and other approved channels, evaluates them against a scorecard, documents findings, gives feedback and identifies coaching needs and process improvements. It aims to improve customer experience, adherence to SOPs and regulatory requirements, and to protect revenue and optimise cost-to-serve.

Key responsibilities

• Review sampled customer interactions across calls, emails and other approved channels using the assigned QA scorecard, assessing accuracy, customer handling, communication quality, case documentation, process adherence and compliance.
• Record evaluation results with clear, factual comments, keep complete quality records and submit QA results on time.
• Share constructive feedback with employees and supervisors, support coaching sessions with examples and agreed improvement actions, and follow up on recurring gaps.
• Prepare regular quality summaries covering scores, common errors, complaint drivers and compliance gaps, maintain QA trackers and escalate serious or repeated quality and compliance concerns to the line manager.
• Take part in calibration sessions, apply approved scorecards, SOPs and evaluation guidelines consistently, and recommend refresher training or improvements to QA checklists and knowledge articles.
• Handle customer and employee information confidentially and keep complete records for audit and management review.

Required profile

• High school diploma or equivalent; a diploma or certification in customer service, quality or business is advantageous.
• 2 to 3 years of experience in customer service, contact centre operations or quality assurance; experience in call monitoring, interaction evaluation or quality reviews is preferred.
• Good written and verbal communication skills and strong attention to detail.

Required skills

• Strong attention to detail and analytical skills.
• Proficiency in Microsoft Excel and Office applications.
• Understanding of contact centre KPIs, QA scorecards and complaint handling.