Associate, End User Services - Quality

Role Overview

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

Role Purpose

Support the End User Services team in delivering high-quality service to internal and external customers through quality assurance, performance monitoring, and continuous process improvement.

Key Responsibilities

Quality Assurance & Monitoring

• Perform quality assurance checks on service delivery processes
• Monitor and evaluate service performance metrics
• Document and report on quality findings and areas for improvement

Service Delivery & Support

• Support the End User Services team in delivering high-quality service to internal and external customers
• Conduct user training and support sessions as needed
• Troubleshoot and resolve end user issues and technical problems

Process Improvement & Documentation

• Assist in developing and implementing quality standards and procedures
• Maintain accurate records of service interactions and resolutions
• Collaborate with team members to identify process improvements

Escalation & Coordination

• Escalate complex issues to appropriate departments or senior staff

Qualifications & Experience

• Bachelor's degree in a relevant field or equivalent professional experience
• 2+ years of experience in customer service, quality assurance, or end user support
• Strong knowledge of IT systems and end user technology
• Experience with quality assurance processes and methodologies

Skills & Competencies

• Proficiency with Microsoft Office applications
• Excellent communication and interpersonal skills
• Strong analytical and problem-solving abilities
• Attention to detail and commitment to quality
• Ability to work independently and as part of a team
• Customer service orientation
• Time management and organizational skills
• Proficiency in Arabic and English preferred