Associate, End User Services - Quality

Role Overview

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

Role Purpose

Ensure quality standards for end user services within the bank's IT operations and support continuous improvement of service delivery through quality assurance processes and performance monitoring.

Key Responsibilities

Quality Assurance & Monitoring

• Monitor and ensure quality standards for end user services
• Support quality assurance processes and procedures
• Document and track quality metrics and performance data

Service Support & Resolution

• Assist with troubleshooting and resolution of end user service issues
• Support the end user services team in maintaining service level agreements

Continuous Improvement

• Contribute to continuous improvement initiatives for service delivery

Qualifications & Experience

• Bachelor's degree or equivalent professional qualification
• Experience in IT support, quality assurance, or related field
• Knowledge of banking or financial services industry preferred

Skills & Competencies

• Problem-solving and analytical abilities
• Communication and interpersonal skills
• Ability to document processes and procedures clearly
• Customer service orientation
• Basic technical understanding of IT systems and services
• Strong attention to detail and commitment to quality standards
• Ability to work in a fast-paced environment

Additional Information

• Full-time position
• Standard banking hours with potential for shift flexibility based on operational needs