Quality Assurance Analyst

JobsCloseBy Editorial Insights

Abu Dhabi Islamic Bank is recruiting a Quality Assurance Analyst for a full-time onsite role in Abu Dhabi to evaluate complaints resolution across ADIB business groups and subsidiaries. The role emphasizes quality evaluation, sharing coaching insights with officers, reviewing duplicate and invalid complaints, maintaining daily follow-up sheets, and supporting team leaders to raise call quality standards. The ideal candidate will excel in a banking, contact center, or complaints environment, with strong analytical and communication skills, a thorough understanding of ADIB policies and systems, and a solid grasp of regulations. UAE Nationals only, bachelor’s in Banking or Finance preferred. To apply, tailor your CV to showcase root-cause analysis, monthly reporting, coaching impact, and measurable improvements while highlighting regulatory familiarity and concrete outcomes.

Role: Quality Assurance Analyst

Location: Abu Dhabi

Role Purpose:

• Perform quality evaluation for complaints resolution for ADIB business groups and ADIB subsidiaries. 

Key accountabilities of the role:          

Responsibilities:

• Conduct quality evaluation for complaints resolution for ADIB business groups and ADIB subsidiaries
• Sharing call quality check results with the team and providing the required coaching wherever is required for officers
• Review duplicate complaints data and do monthly reporting to line manager / HOD
• Conducting checks on invalid complaints to validate the tagging done by officers 
• Update and manage daily follow up sheet and provide daily updates to officer for customer communication on their request
• Supporting team leaders in enhancing the call quality process /standards.

Specialist skills / technical knowledge required for this role:

• Customer focused and managing relation within the bank’s rules, regulations and interest. 
• Experience in Contact Center, Customer Service, or complaints environment.
• Excellent inter-personal and communications skills with good language command.
• Thorough and detailed understanding of ADIB’s systems, policies, products and procedures.
• Excellent analytical skills to enable resolution of complex and address through root cause analysis.    

Previous experience required (if any):

• Experience working in Contact center, customer service, and problem-solving role.
• Knowledge of banking laws, policies, procedures and practices.
• Banking experience in service delivery and customer experience.
• Bachelor’s degree holder in Banking, Finance or related field.

This position is for UAE Nationals only.