Rehab & Retention Quality Officer

Role Overview

Rehab & Retention Quality Officer at ADIB, located in Abu Dhabi.

Role Purpose

To ensure the highest standards of quality, compliance, and customer experience within the Rehab & Retention function through effective quality monitoring, coaching, complaint validation, operational support, and performance analysis. The role identifies improvement opportunities, supports specialist development, reduces operational risks, and contributes to customer retention objectives while ensuring adherence to ADIB policies and procedures.

Key Responsibilities

Quality Sampling & Monitoring

• Perform periodic quality samples and prepare reports of results.
• Check issuance approval and reasons of attrited cases on daily basis and update the attrition main and sub-reason sheet.
• Sample 100% of attrited cases and listen to 20% of calls to match reason with issuance email of cases with outstanding AED 500K.
• Monitor 2% random samples (minimum of 20 callbacks to 20 different customers) of all requested LC cases (excluding unreachable, PDC, collection, and ETM customers) across all customer segments for the previous month.
• Monitor 2% random samples of all requested NLC cases (excluding settlement from other banks, non-STL customers, and deceased customers) across all customer segments for the previous month.
• Monitor 2% random samples (minimum of 20 callbacks to 20 different customers) of all requested reschedule cases (excluding unreachable and collection customers) across all customer segments for the previous month.
• Sample 100% of calls for retained cases over the phone on a monthly basis.
• Verify case-by-case basis items on Rehab & Retention management requests as assigned.
• Listen to specialists' sample calls from previous months and score calls based on agreed criteria.
• Sample four calls each week for every specialist, representing approximately 7% of total calls per specialist per week.

Quality Coaching & Training

• Coach and support the Rehab & Retention team to deliver continual performance improvement and development of skills and knowledge.
• Perform monthly training with all specialists and team leaders to highlight important points identified during call monitoring.
• Provide updated calling skills training and deliver samples of ideal calls.
• Provide newcomer specialists with training to discuss and explain calling script details to achieve calling rates that meet ADIB goals.

Quality Scores & Management Information Systems

• Create, maintain, and update MIS of quality scores for each specialist on common errors, complaints, pending cases, and trends.

Complaint Validation

• Perform complaints validation on daily, weekly, or monthly basis against the Rehab & Retention team.
• Maintain records of activity and required feedback.
• Escalate valid complaints to retention management with recommendations for action required to avoid future complaints.

Operations & Case Management

• Process NLCs related to non-STL customers and settlement from other banks through certificate automation or CRM Retail.
• Assign cases in CRM Retail to another operation or retention specialist and send emails to them, following up until completion.
• Handle NLCs not distributed to retention specialists and not a settlement from other banks or related to non-STL customers by sending emails to collection, branches, BBD, ESBU NPL Team, and others.
• Update the master sheet and tracker with processed cases.
• Send reminders when no response is received and ensure cases are issued or cancelled before completion of 7 working days.
• Send email to Rehab & Retention team leaders of cases still pending on the 7th working day in certificate automation system or CRM Retail.

Qualifications & Experience

• Experience in quality evaluation within customer service.
• Experience within a financial services environment.
• Comprehensive knowledge of Rehab & Retention policy, procedures, and ADIB products.

Skills & Competencies

• Strong communication skills.
• Strong computer skills.
• Strong command of Arabic and English language.