Senior Officer- Quality Assurance First Abu Dhabi Bank FAB

Call s evaluation:

• Evaluate inbound and outbound calls to assess, FAB and DF, Business Development Unit (BDU) Sales & Acquisition , FAB Retention, Digital Fulfillment, Banca Assurance team agent s technical accuracy, customer service performance, sales pitch, consistency of the call and conformity to group policies and procedures.
• Participates in design of calls evaluation checklist and quality standards.
• Use quality evaluation data to compile and track performance at individual and team level, namely provides actionable data to various internal stakeholders.

Inbox handling:

• Ensure reverting / handling all the emails in the Inbox in a timely and efficient manner which consists of enquires, complaints, Team Manager call feedback request example on new joiners, exceptional booking cases, appreciation emails by customer etc. as per TAT (24 to 48 hours).
• Ensure all emails pertaining to complaints against agents are reviewed and directed to the respective Team Manager for their feedback and resolutions.

Other activities:

• Assist in projects and investigation.
• Call Back process activity for CB Sales, BDU & Branches.
• Assist in Automation project activity pertaining to QA activities.
• Learn about new products, procedures and services as they are launched and share knowledge with the team members.
• Coordinate implementation, update and continuous use of ORM tools. Spread awareness of ORM in general and ORM tools.
• Any other ad hoc assignment requested by Team Managers of all the units under QA team s scope, Manager- Quality Assurance Control team, AVP Quality Assurance, VP - S&D Channels Support and Head of Business Governance.