Rehab & Retention Quality Officer

About the role

The Rehab & Retention Quality Officer ensures the highest standards of quality, compliance, and customer experience within the Rehab & Retention function. The role monitors quality, coaches staff, validates complaints, supports operations and analyses performance to drive retention and reduce risk.

Key responsibilities

• Perform periodic quality sampling on attrition cases, call‑back activities and retained cases, and prepare detailed reports.
• Listen to specialist calls, score them against agreed criteria and maintain MIS of quality scores, common errors and trends.
• Provide quality coaching, conduct monthly training sessions and support continuous skill development for the Rehab & Retention team.
• Validate complaints, keep activity records, and escalate valid issues with recommended actions.
• Handle daily operational tasks such as processing NLCs, updating trackers, and coordinating with collection, branches and other teams.

Required profile

• Experience in quality evaluation within a customer‑service environment.
• Comprehensive knowledge of Rehab & Retention policies, procedures and ADIB products.
• Background in the financial services sector.
• Strong communication skills in both Arabic and English.

Required skills

• Strong computer skills.
• Proficiency in quality monitoring and analysis.