Quality Assurance Specialist

About the role

The Quality Assurance Specialist monitors, evaluates and analyses interactions between Customer Experience Hub employees and customers to ensure compliance with service quality standards, operational procedures, regulatory requirements and customer experience expectations.

Key responsibilities

• Review recorded customer interactions to ensure objectives are met and documentation is accurate.
• Provide constructive feedback and drive continuous improvement in service quality.
• Maintain comprehensive knowledge of the bank’s products, policies, procedures and regulatory requirements.
• Support compliance initiatives by developing processes, checklists, data analysis and reports.
• Perform operational and quality assurance tasks with high accuracy and within agreed timelines.
• Collect, analyze and compile data, preparing reports for management decision‑making.
• Maintain awareness of the Business Continuity Plan and complete required training.
• Collaborate with CEH staff, team leaders, trainers, managers and other business units on quality findings.

Required profile

• Minimum 3–5 years experience as a specialist in banking, financial services or collections.
• Experience working in a regulated environment with exposure to compliance and audit requirements.
• Experience in the UAE or GCC banking sector is an advantage.

Required skills

• Proficiency with MS Office applications.
• Experience using quality monitoring systems for reporting and analysis.