Customer Feedback and Quality Assurance Specialist - Banking Dubai, UAE Job Vacancy in UAE Dubai
Posted date [2025-05-20]
(ID: 34965)
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Dicetek is a global IT Solutions and Services Company founded in 2006, headquartered in Singapore. We are expanding our global network while delivering cost-effective consulting services. Our operational offices are located in India, UAE, Singapore, and the USA.
Focusing on various sectors including Banking & Financial Services, Telecom, Government, Oil & Gas, Logistics, Supply Chain, Real Estate, and Manufacturing, we offer top-notch Information Technology Solutions and Professional Consulting Services. We have built a solid reputation in the technology industry for exceptional service, guided by our core values of integrity, thought leadership, and excellence in the ever-evolving IT landscape. We aim to foster lasting relationships with our clients, prioritizing their satisfaction as a key performance indicator. This commitment has positioned us as a preferred partner for many. With over a decade of experience, we have a proven track record in consulting across diverse technical roles and industries. Our specialized team of over 1,200 IT Consultants combines international expertise with in-depth local market knowledge.... |
Customer Feedback and Quality Assurance Specialist - Banking
Dubai, UAE
Dicetek is hiring a Customer Feedback and Quality Assurance Specialist to support customer satisfaction (CSAT, NPS, CES) programs and quality monitoring across service channels. The role will focus on gathering actionable feedback, ensuring service compliance, and enhancing customer experience standards.
Job Location: Dubai, UAE
Industry: Banking
Function: Quality Assurance / Control
Salary: 9000–11000 AED monthly (Market estimated)
Job Type: Full-time
Job Overview
You will be responsible for executing voice-based surveys, analyzing customer satisfaction trends, and conducting quality assurance checks across inbound and outbound interactions. This role requires strong communication, Excel proficiency, and the ability to work across customer service and business units.
Key Responsibilities
* Conduct customer satisfaction surveys via phone (CSAT, NPS, CES) and manage customer feedback documentation
* Assign survey call volumes and monitor daily completions, ensuring accurate tracking and escalation closure
* Clean, analyze, and present survey data using Excel, highlighting satisfaction trends and service gaps
* Raise complaints in the internal complaints management system and ensure 360° closure
* Conduct QA reviews of calls, emails, and other channels to ensure compliance with defined standards
* Maintain evaluation logs, support team coaching with quality findings, and propose service improvements
* Collaborate with CX teams to refine QA scorecards, survey scripts, and feedback frameworks
* Ensure compliance with audit and regulatory requirements related to customer feedback and data privacy
* Support process improvement and automation efforts in survey execution and QA tracking
Job Requirements
Education and Experience
* Bachelor’s degree in Business Administration, Marketing, Quality, or a related field
* 2–3 years of experience in customer insights, voice-based survey management, or quality monitoring
* Previous experience in banking, financial services, or contact center operations preferred
Skills
* Strong MS Excel skills (pivot tables, formulas, graphs)
* Familiarity with customer survey tools and QA evaluation platforms
* Basic exposure to Power BI or data visualization tools is a plus
* Excellent spoken and written communication skills (Arabic is a plus)
* Knowledge of CX metrics such as CSAT, NPS, CES
* Basic understanding of banking systems such as Finacle is desirable
What We Offer
* Competitive compensation with performance-linked growth
* Dynamic environment focused on CX innovation in financial services
* Opportunity to influence service quality and customer engagement metrics
* Access to learning tools and process automation initiatives
About the Company
Dicetek is a global IT solutions and consulting firm based in Dubai, specializing in digital banking transformation, customer experience, and enterprise services. Our client portfolio includes top-tier banks and financial institutions across the GCC. We help businesses harness technology to deliver secure, efficient, and customer-centric services.
Dubai, UAE
Dicetek is hiring a Customer Feedback and Quality Assurance Specialist to support customer satisfaction (CSAT, NPS, CES) programs and quality monitoring across service channels. The role will focus on gathering actionable feedback, ensuring service compliance, and enhancing customer experience standards.
Job Location: Dubai, UAE
Industry: Banking
Function: Quality Assurance / Control
Salary: 9000–11000 AED monthly (Market estimated)
Job Type: Full-time
Job Overview
You will be responsible for executing voice-based surveys, analyzing customer satisfaction trends, and conducting quality assurance checks across inbound and outbound interactions. This role requires strong communication, Excel proficiency, and the ability to work across customer service and business units.
Key Responsibilities
* Conduct customer satisfaction surveys via phone (CSAT, NPS, CES) and manage customer feedback documentation
* Assign survey call volumes and monitor daily completions, ensuring accurate tracking and escalation closure
* Clean, analyze, and present survey data using Excel, highlighting satisfaction trends and service gaps
* Raise complaints in the internal complaints management system and ensure 360° closure
* Conduct QA reviews of calls, emails, and other channels to ensure compliance with defined standards
* Maintain evaluation logs, support team coaching with quality findings, and propose service improvements
* Collaborate with CX teams to refine QA scorecards, survey scripts, and feedback frameworks
* Ensure compliance with audit and regulatory requirements related to customer feedback and data privacy
* Support process improvement and automation efforts in survey execution and QA tracking
Job Requirements
Education and Experience
* Bachelor’s degree in Business Administration, Marketing, Quality, or a related field
* 2–3 years of experience in customer insights, voice-based survey management, or quality monitoring
* Previous experience in banking, financial services, or contact center operations preferred
Skills
* Strong MS Excel skills (pivot tables, formulas, graphs)
* Familiarity with customer survey tools and QA evaluation platforms
* Basic exposure to Power BI or data visualization tools is a plus
* Excellent spoken and written communication skills (Arabic is a plus)
* Knowledge of CX metrics such as CSAT, NPS, CES
* Basic understanding of banking systems such as Finacle is desirable
What We Offer
* Competitive compensation with performance-linked growth
* Dynamic environment focused on CX innovation in financial services
* Opportunity to influence service quality and customer engagement metrics
* Access to learning tools and process automation initiatives
About the Company
Dicetek is a global IT solutions and consulting firm based in Dubai, specializing in digital banking transformation, customer experience, and enterprise services. Our client portfolio includes top-tier banks and financial institutions across the GCC. We help businesses harness technology to deliver secure, efficient, and customer-centric services.
