Quality Assurance Specialist - Customer Call Monitoring Job Vacancy in UAE Abdu Dhabi
Posted date [2025-06-12]
(ID: 35457)
 |
As the largest bank in the UAE, FAB has taken decisive steps as a regional pacesetter in the financial industry to bind both ambition and action together to accelerate the pace of positive environmental change. As the first bank in the MENA region to have committed to a target of net-zero emissions by 2050, we're making advances across our own operations in addition to walking alongside our clients as their strategic partner to ensure they can achieve their climate goals.... |
Quality Assurance Specialist - Customer Call Monitoring
Job Overview
First Abu Dhabi Bank (FAB) is hiring a Quality Assurance Specialist in Abu Dhabi to support performance monitoring and call quality improvement for the Business Development Unit. The role is ideal for professionals with experience in call evaluation, quality control, coaching, and process improvement within banking or customer service functions. Candidates should be detail-oriented and committed to enhancing service standards through structured analysis and training.
Job Location: Abu Dhabi, UAE
Industry: Banking
Function: Quality Assurance / Control
Salary: 9000-12000 monthly (Market estimated)
Gender: Any
Candidate Nationality: Any
Candidate Current Location: Any
Job Type: Full Time
Job Overview
The Quality Assurance Specialist will be responsible for evaluating inbound and outbound customer calls, ensuring adherence to service standards, detecting performance gaps, and supporting feedback and coaching initiatives. This role plays a key part in maintaining FAB’s commitment to high-quality customer service and regulatory compliance.
Key Responsibilities
* Evaluate call center recordings (inbound/outbound) for FAB and Dubai First agents to assess service quality, compliance, and customer satisfaction
* Use standard call evaluation checklists to record technical accuracy, sales pitch, tone, and policy compliance
* Identify and report unprofessional behavior or fraudulent activities to relevant managers and governance bodies
* Maintain inbox communication related to team feedback, complaints, escalations, and quality-related inquiries within set turnaround times
* Provide performance coaching, one-on-one feedback sessions, and track improvements for agents with critical or unsatisfactory call performance
* Participate in monthly training sessions, knowledge sharing, and delivery of updates on process, product, and policy changes
* Develop and manage call scripts, update documentation, and support consistency in service delivery
* Collaborate with Team Managers and QA team on call calibrations to ensure aligned understanding of performance standards
* Create and maintain monthly MIS dashboards, quality performance reports, and internal audit support documentation
* Contribute to operational risk management (ORM) tools awareness and implementation
* Support ongoing improvement initiatives and assist in projects and investigations as assigned
Job Requirements
* Bachelor’s degree in Management, Banking, or a related field
* 2 to 5 years of quality assurance experience in banking, call centers, or customer support teams
* Strong listening, data collection, analytical thinking, and documentation skills
* Familiarity with call monitoring software, QA evaluation matrices, and reporting tools
* Ability to coach and mentor team members for performance improvement
* Knowledge of customer care processes, compliance, and banking products is a plus
* Excellent communication, multi-tasking, and organizational abilities
What We Offer
* Opportunity to join a highly respected financial institution known for operational excellence
* Exposure to advanced quality monitoring systems and process improvement initiatives
* Career progression in customer experience, compliance, and operational leadership
* Collaborative environment with access to bank-wide governance and risk teams
About the Company
First Abu Dhabi Bank (FAB) is the largest bank in the UAE and one of the safest in the world, offering a full suite of retail and corporate financial services. Committed to innovation and customer excellence, FAB provides dynamic career paths and a collaborative work environment where employees can thrive and contribute to impactful change.
Job Overview
First Abu Dhabi Bank (FAB) is hiring a Quality Assurance Specialist in Abu Dhabi to support performance monitoring and call quality improvement for the Business Development Unit. The role is ideal for professionals with experience in call evaluation, quality control, coaching, and process improvement within banking or customer service functions. Candidates should be detail-oriented and committed to enhancing service standards through structured analysis and training.
Job Location: Abu Dhabi, UAE
Industry: Banking
Function: Quality Assurance / Control
Salary: 9000-12000 monthly (Market estimated)
Gender: Any
Candidate Nationality: Any
Candidate Current Location: Any
Job Type: Full Time
Job Overview
The Quality Assurance Specialist will be responsible for evaluating inbound and outbound customer calls, ensuring adherence to service standards, detecting performance gaps, and supporting feedback and coaching initiatives. This role plays a key part in maintaining FAB’s commitment to high-quality customer service and regulatory compliance.
Key Responsibilities
* Evaluate call center recordings (inbound/outbound) for FAB and Dubai First agents to assess service quality, compliance, and customer satisfaction
* Use standard call evaluation checklists to record technical accuracy, sales pitch, tone, and policy compliance
* Identify and report unprofessional behavior or fraudulent activities to relevant managers and governance bodies
* Maintain inbox communication related to team feedback, complaints, escalations, and quality-related inquiries within set turnaround times
* Provide performance coaching, one-on-one feedback sessions, and track improvements for agents with critical or unsatisfactory call performance
* Participate in monthly training sessions, knowledge sharing, and delivery of updates on process, product, and policy changes
* Develop and manage call scripts, update documentation, and support consistency in service delivery
* Collaborate with Team Managers and QA team on call calibrations to ensure aligned understanding of performance standards
* Create and maintain monthly MIS dashboards, quality performance reports, and internal audit support documentation
* Contribute to operational risk management (ORM) tools awareness and implementation
* Support ongoing improvement initiatives and assist in projects and investigations as assigned
Job Requirements
* Bachelor’s degree in Management, Banking, or a related field
* 2 to 5 years of quality assurance experience in banking, call centers, or customer support teams
* Strong listening, data collection, analytical thinking, and documentation skills
* Familiarity with call monitoring software, QA evaluation matrices, and reporting tools
* Ability to coach and mentor team members for performance improvement
* Knowledge of customer care processes, compliance, and banking products is a plus
* Excellent communication, multi-tasking, and organizational abilities
What We Offer
* Opportunity to join a highly respected financial institution known for operational excellence
* Exposure to advanced quality monitoring systems and process improvement initiatives
* Career progression in customer experience, compliance, and operational leadership
* Collaborative environment with access to bank-wide governance and risk teams
About the Company
First Abu Dhabi Bank (FAB) is the largest bank in the UAE and one of the safest in the world, offering a full suite of retail and corporate financial services. Committed to innovation and customer excellence, FAB provides dynamic career paths and a collaborative work environment where employees can thrive and contribute to impactful change.
