Support Officer – Telesales (Outsource Role)

About the role

The Support Officer – Telesales provides essential backend support to the Telesales Unit of ADIB Group, ensuring that sales activities meet the highest quality and compliance standards. Based in JAFZA, Dubai, the role focuses on monitoring agent performance, verifying product sales, and delivering timely feedback to improve client interactions. You will work closely with telesales agents and management to uphold bank policies and drive continuous improvement.

Key responsibilities

• Cross‑verify the products sold by agents to ensure accuracy and alignment with bank offerings.
• Conduct periodic call monitoring to maintain quality standards and identify areas for improvement.
• Provide constructive feedback to agents, helping them sustain high‑quality client interactions.
• Deliver appropriate quality checks, skill assessments, and support to the telesales team.
• Participate in regular reviews and development of quality control processes.
• Ensure strict compliance with all bank policies and procedural guidelines.

Required profile

• Subject Matter Expert with deep knowledge of telesales operations and banking products.
• Strong problem‑solving abilities to identify and resolve issues quickly.
• Excellent communication skills for clear interaction with agents and stakeholders.
• Attentive to analyzing errors and reporting findings accurately.