UAE National |Quality Assurance Executive | Financial Services Rental & Leasing | Al-Futtaim Finance
Overview Of The Role:
The Quality Assurance Executive is responsible for supporting the delivery of consistent, compliant, and high-quality customer service by reviewing customer interactions across various communication channels. This role involves completing quality evaluations, documenting findings, providing feedback, and identifying areas requiring coaching or process improvement. The aim is to enhance customer experience, service quality, and adherence to SOPs and regulatory requirements. Success in this role contributes to revenue protection, cost-to-serve optimization, and improved first-contact resolution.
What You Will Do:
Quality Monitoring
Review sampled customer interactions across calls, emails, and other approved channels using the assigned QA scorecard.
Assess accuracy, customer handling, communication quality, case documentation, process adherence, and compliance.
Record evaluation results with clear and factual comments and maintain complete quality records.
Ensure timely submission of QA results and maintain accuracy and consistency of scoring.
Feedback & Coaching Support
Share constructive feedback with employees and supervisors based on evaluation findings.
Support coaching sessions by providing examples, observed gaps, and agreed improvement actions.
Follow up on recurring gaps and track improvement after coaching.
Ensure feedback is shared within agreed timelines and track coaching action follow-up rate.
Quality Reporting & Analysis
Prepare regular quality summaries covering scores, common errors, complaint drivers, and compliance gaps.
Maintain QA trackers and provide accurate data for operational reports and calibration discussions.
Escalate serious or repeated quality and compliance concerns to the line manager.
Ensure accuracy of QA reports and timely reporting of recurring issues identified and escalated.
Calibration, Governance & Improvement Support
Participate in calibration sessions and apply approved scorecards, SOPs, and evaluation guidelines consistently.
Identify knowledge gaps and recommend refresher training, coaching, or improvements to QA checklists and knowledge articles.
Handle customer and employee information confidentially and maintain complete records for audit and management review.
Ensure adherence to approved QA guidelines, reduction in repeated quality errors, and audit readiness.
Required Skills To Be Successful:
Strong attention to detail and analytical skills.
Proficiency in Microsoft Excel and Office applications.
Ability to provide clear and respectful feedback.
Understanding of contact centre KPIs, QA scorecards, and complaint handling.
What Qualifies You For The Role:
High school diploma or equivalent; a diploma or certification in customer service, quality, or business is advantageous.
2 to 3 years of experience in customer service, contact centre operations, or quality assurance. Experience in call monitoring, interaction evaluations, or quality reviews preferred.
Good written and verbal communication skills, strong attention to detail, basic analytical skills.
Working knowledge of Microsoft Excel and Office applications, understanding of contact centre KPIs, QA scorecards, and complaint handling.
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