Description:
In this role, you will collaborate closely with one of our esteemed clients—a globally recognized leader in their industry, distinguished by their commitment to excellence, innovation, and delivering exceptional value. As a trusted IT consulting partner, Dautom is supporting their strategic initiatives by connecting them with exceptional talent to drive business growth and transformation.
We are looking for a Quality Assurance & MIS Specialist to support customer complaint management, quality assurance, data analysis, and management reporting within a leading UAE bank.
The ideal candidate will have experience in complaints quality assurance, customer service quality, risk & compliance, MIS reporting, or operational quality, preferably within the banking or financial services sector.
Quality Assurance
- Conduct quality assurance reviews of customer complaint cases, correspondence, and complaint handling processes.
- Evaluate complaint investigations and resolutions to ensure compliance with established policies, procedures, and regulatory requirements.
- Assess the quality, consistency, and effectiveness of customer communications, both verbal and written.
- Analyze the accuracy and appropriateness of decisions made by complaint handling staff and evaluate the quality of resolutions provided.
- Identify trends, gaps, and areas for improvement in complaint management processes.
- Provide meaningful, constructive, and actionable feedback to complaint handling teams to enhance performance and service quality.
- Support the implementation of quality improvement initiatives and best practices.
MIS & Reporting
- Develop and enhance reporting processes, tools, and systems to improve data management and operational efficiency.
- Manage, analyze, and interpret complaint-related data to identify trends, risks, and improvement opportunities.
- Research and recommend innovative approaches to data analysis and reporting.
- Prepare regular and ad hoc management information reports and dashboards.
- Ensure data accuracy, integrity, and consistency across reports.
- Present data-driven insights and recommendations to management and relevant stakeholders.
- Support business decision-making through effective data analysis and reporting.
Qualifications
- 3-5 years of experience in Quality Assurance, Customer Complaints Management, Customer Service Quality, Risk & Compliance, or MIS Reporting.
- Experience within the banking, financial services, or customer service environment is preferred.
- Proven experience in data analysis, reporting, and performance monitoring.
- Strong attention to detail and accuracy.
- Excellent analytical and critical thinking skills.
- Effective verbal and written communication skills.
- Ability to provide constructive feedback and influence process improvements.
- Strong stakeholder management and presentation skills.
- Ability to work independently and manage multiple priorities.