Quality Assurance Specialist (UAE National)

About the role

The Quality Assurance Specialist will evaluate and monitor the quality of calls, chats, and transaction audits performed by contact centre agents. You will provide constructive feedback and coaching to ensure compliance with scripts, disclosures, and process steps, while supporting continuous improvement of the customer experience.

Key responsibilities

• Monitor, coach, and give feedback to contact centre agents to maintain defined customer experience standards.
• Check adherence to mandatory scripts, disclosures, and processes, flagging compliance risks and tracking corrective actions.
• Maintain accurate records of monitored interactions in QA trackers and ensure evidence is available for audit.
• Conduct transaction audits by reviewing calls, chats, and related reports.
• Identify improvement opportunities, recommend enhancements to service standards, and lead calibration sessions when needed.
• Support onboarding and on‑the‑job training assessments, communicating outcomes to stakeholders.
• Prepare daily/weekly MIS reports on call monitoring, coaching, and feedback activities.
• Act as deputy to the QA Manager, assisting with day‑to‑day operations and guiding QA team members.

Required profile

• Bachelor’s degree or equivalent qualification.
• At least 1 year of experience in banking or customer‑service environments.
• Strong analytical mindset with high attention to detail.
• Excellent communication skills.
• Good knowledge of bank products, processes, and related systems.

Required skills

What we offer

• Opportunity to develop expertise in contact‑centre quality assurance.
• Exposure to banking products and processes.
• Collaborative environment with coaching and development focus.