Quality Assurance Officer

About the role

In this role, you will collaborate closely with a globally recognized leader in the banking sector, supporting their strategic initiatives as a Quality Assurance & MIS Specialist. You will be responsible for managing customer complaints, conducting quality assurance reviews, analysing data and delivering management reports within a leading UAE bank.

Key responsibilities

• Conduct quality assurance reviews of customer complaint cases, correspondence and handling processes.
• Evaluate investigations and resolutions to ensure compliance with policies, procedures and regulatory requirements.
• Assess the quality and effectiveness of customer communications, both verbal and written.
• Identify trends, gaps and improvement opportunities in complaint management and provide constructive feedback to teams.
• Develop and enhance reporting tools and processes to improve data management and operational efficiency.
• Analyze complaint‑related data, prepare regular and ad‑hoc management information reports and dashboards, and present data‑driven insights to senior stakeholders.

Required profile

• 3‑5 years of experience in quality assurance, customer complaints management, risk & compliance or MIS reporting, preferably within banking or financial services.
• Proven ability in data analysis, reporting and performance monitoring with strong attention to detail.
• Excellent analytical, critical thinking and written communication skills.
• Ability to provide constructive feedback, influence process improvements and manage multiple priorities independently.
• Strong stakeholder management and presentation capabilities.