Associate, End User Services - Quality

Role Overview

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

Role Purpose

Monitor and analyze end user service quality metrics and performance data to identify improvement opportunities, ensure compliance with service standards, and support the delivery of enhanced end user support functions across the organization.

Key Responsibilities

Quality Assurance & Analysis

• Monitor and analyze end user service quality metrics and performance data
• Conduct quality assurance reviews of service delivery processes
• Track and monitor compliance with established service quality standards

Process Improvement

• Identify areas for improvement in end user support functions
• Collaborate with end user services teams to implement quality enhancement initiatives
• Assist in the development and maintenance of quality assurance procedures
• Provide feedback and recommendations to service teams based on quality assessments

Reporting & Documentation

• Document quality findings and prepare reports for management

Training & Development

• Support training initiatives related to service quality standards

Qualifications & Experience

• Bachelor's degree in a relevant field
• Experience with quality assurance processes preferred

Skills & Competencies

• Data analysis
• Quality assurance
• Process improvement
• Report writing
• Attention to detail
• Communication
• Microsoft Office proficiency
• Strong analytical and problem-solving skills
• Excellent written and verbal communication abilities
• Ability to work independently and as part of a team