Associate, End User Services - Quality

Role Overview

Associate, End User Services - Quality at First Abu Dhabi Bank (FAB), based in Abu Dhabi.

Role Purpose

Monitor and evaluate the quality of end user services delivery, identify performance gaps, and collaborate with teams to implement continuous quality improvements while maintaining compliance with established standards.

Key Responsibilities

Quality Monitoring & Analysis

• Monitor and analyze quality metrics for end user services
• Track and report on key performance indicators (KPIs)
• Review and evaluate service delivery against established quality standards

Assessment & Auditing

• Conduct quality audits and assessments of support processes
• Identify gaps in service performance and recommend corrective actions
• Prepare quality assurance reports and documentation

Improvement & Development

• Collaborate with end user services teams to implement quality improvements
• Assist in developing and refining quality standards and procedures
• Support training initiatives to improve service quality

Issue Management

• Escalate and manage quality-related issues

Qualifications & Experience

• Bachelor's degree or equivalent professional qualification
• Proven experience in quality assurance or quality control roles
• Knowledge of end user services or IT support operations
• Familiarity with quality management frameworks and best practices

Skills & Competencies

• Strong analytical and problem-solving skills
• Excellent attention to detail
• Proficiency in data analysis tools and Microsoft Office applications
• Strong written and verbal communication skills
• Ability to work independently and as part of a team
• Customer service orientation
• Experience with service level agreement (SLA) monitoring
• Knowledge of ITIL or similar IT service management frameworks
• Experience with quality assurance software or ticketing systems
• Project management capabilities