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 indicators to identify improvement opportunities, document findings, and support continuous enhancement of service delivery processes.

Key Responsibilities

Quality Assurance & Analysis

• Monitor and analyze end-user service quality metrics and performance indicators
• Conduct quality assurance reviews of service delivery processes
• Identify areas for improvement in end-user services
• Track and monitor resolution of identified quality issues

Reporting & Documentation

• Document findings and prepare quality reports
• Provide feedback to service teams on performance standards

Continuous Improvement

• Collaborate with end-user services teams to implement quality improvements
• Support continuous improvement initiatives

Qualifications & Experience

• Bachelor's degree in a relevant field
• 1–2 years of experience in quality assurance, customer service, or related field
• Experience with service quality metrics and KPI tracking
• Familiarity with quality management processes

Skills & Competencies

• Strong analytical and problem-solving abilities
• Excellent attention to detail
• Communication and reporting skills
• Ability to work independently and as part of a team
• Proficiency with data analysis tools
• Customer service orientation

Additional Information

• Ability to work in a fast-paced environment
• Strong organizational skills
• Commitment to maintaining high quality standards