Officer - Quality Control (Emirati Talent)

Key Responsibilities:Listening to calls frequently and provide feedback to callers on errors / fatalAssist the team leader in verifying and releasing the ENR Sales transactions by checking the bookings on the system across all the portfolio productsTo generate timely & accurate MIS reports to be provided to the management for tracking the productivity of the team and improving the call qualityTo support in the implementation and periodic uploads of data & leads to Dialer, CRM as per the determined processAssist in UAT testing, documentation and product support for various systemsTo address customer complaints related to ENR Sales/Retention/CLM within the agreed TATTo assist in the calculation of Incentives, leads management, marketing campaigns pertaining to ENR Sales/Retention/CLM within the agreed timelinesListening to calls frequently and provide feedback to callers on errors / fatalEnsure system checks are done before processing any request at checker levelTimely and robust checks of the daily reports to minimize the occurrence of operational lapses in controls and identify improvements in controls to safeguard the Group from possible financial and/ or reputation lossesLiaise with Operations & IT Group to obtain reports required to facilitate the checks to be conductedAssist to develop and design new processes to achieve the highest level of productivity, operational effectiveness, and quality and customer satisfaction.Measure, monitor and achieve all defined and agreed Service Quality (SQ) and productivity improvement measuresKeep the line manager informed of significant back office related issues that are identified during the evaluation/checksKeeps a record for all activity and corrective action taken regarding these activitiesEnsure achievement of pre-set/ pre-agreed objectives as per the SLAEnsure high standards of confidentiality to safeguard commercially sensitive informationAll the above accountabilities including but not limited to any additional/new tasks or responsibilities assigned by the line Manager. Work Experience:4+ years of work experience as Professional of retail banking and products, handling cards portfolio management, customer service, Quality reviewer, monitoring call, providing feedback & MIS reporting Strong Communication and Interpersonal skills.Education:Minimum University / bachelor’s degree from a recognized university