Associate, End User Services - Quality

Role Overview

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

Role Purpose

Monitor and evaluate the quality of end user services delivery, conduct quality assurance reviews, identify process improvements, and ensure compliance with established quality standards.

Key Responsibilities

Quality Assurance & Reviews

• Monitor and evaluate the quality of end user services delivery
• Conduct quality assurance reviews and audits
• Maintain detailed records of quality reviews and assessments

Process Improvement

• Identify areas for improvement in service delivery processes
• Support the development and refinement of quality standards
• Collaborate with stakeholders to implement corrective actions

Reporting & Documentation

• Document findings and prepare quality reports
• Track and analyze service metrics and performance indicators

Stakeholder Management

• Provide feedback to service delivery teams
• Ensure compliance with established quality standards and procedures

Qualifications & Experience

• Bachelor's degree in a relevant field
• 1–3 years of experience in quality assurance, customer service, or related field
• Knowledge of banking operations or financial services is a plus

Skills & Competencies

• Quality assurance
• Process improvement
• Data analysis
• Report writing
• Customer service orientation
• Analytical and problem-solving skills
• Strong written and verbal communication abilities
• Proficiency in Microsoft Office applications
• Time management
• Organizational skills
• Attention to detail and accuracy
• Ability to work independently and as part of a team