Senior Officer, Quality Assurance & Business Knowledge - UAE Nationals Only

Senior Officer, Quality Assurance & Business Knowledge - UAE Nationals Only

First Abu Dhabi Bank
2-5 years
Not Specified

Job Description

Job Description

Training contact center unit to ensure compliance to the Corporate training standards of FAB. Coordinate the productivity of the training staff to meet their targets. Coordinate with the Learning and Development Department to deliver outsources training to the FAB contact staff.
Core Responsibilities
  • Providing support and guidelines to Training Manager
  • Ensure that the communications regarding products and services are sent in Arabic and English.
  • Ensure that the monthly test is conducted for all FAB agents and support staff (Quality/SMEs /Supervisors) and the results for staff are not less than 90%.
  • Responsible to develop and update the Knowledge Bank for the Contact Center.
  • Ensure adherence to the training agenda for new staff and existing staff as per schedule.
  • Update and ensure the product is updated with all the latest products and services in coordination with the Product managers.
  • Ensure the process and policy are communicated to the staff and are in line with the agenda.
  • Managing the new staff during the training days by providing the necessary information and guidelines for the call center.
  • Ensuring a smooth transition for new hires from induction to go live by evaluating material understanding and system knowledge.
  • Organize Upskilling/ Training sessions monthly to improve the quality of service.
  • Provide full support and handle the audit comments ISO 9001.
  • Attend training sessions for trainers and work towards Training Certificate.


Threshold Qualifications:
  • Well organized and good at co-ordination skills.
  • Should have one year experience in a retail sales/service environment.
  • Should be a graduate.
  • Should be able to speak fluent English (in addition Arabic will be an advantage).
  • Should have good knowledge of First Abu Dhabi Bank retail products & policies.
  • Should have basic PC skills (word processing and spreadsheet).

Years & Nature of Experience:
  • Graduate.
  • Should have a minimum of 2 years of experience in customer service functions.
  • Should be familiar with banking products offered in UAE Market.
  • Should have excellent communication skills and handled customers.
  • Team management capabilities.

Job Details

Employment Types:




First Abu Dhabi Bank is an inclusive environment where each person values the experiences, perspectives, ideas and beliefs of others. We're in a unique position to learn from all our colleagues, combining international experience with deep cultural knowledge and local expertise. At FAB, you'll have the support of your team and a strong relationship with your line manager, who will trust you with responsibility and recognize your good performance. As we embrace different ways of seeing the world, listening to each other and respecting different viewpoints, we grow stronger - together.

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