Quality Assurance Specialist

Role Overview

Quality Assurance Specialist at RAK BANK, monitoring and evaluating customer interactions within the Customer Experience Hub to ensure service quality, compliance, and customer satisfaction.

Role Purpose

Monitor, evaluate, and analyze interactions between Customer Experience Hub employees and customers to ensure adherence to service quality standards, operational procedures, regulatory requirements, and customer experience expectations. Provide constructive feedback, identify performance gaps, and recommend training, coaching, and process improvement initiatives to enhance service delivery, employee performance, and customer satisfaction.

Key Responsibilities

Monitoring & Evaluation

• Review recorded customer interactions to ensure objectives are met, required information is accurately documented, and all administrative tasks are completed in accordance with established quality standards.
• Demonstrate strong quality monitoring skills to evaluate customer interactions, identify performance gaps, and ensure adherence to quality standards and procedures.
• Maintain awareness of compliance requirements, customer experience standards, and operational controls to support consistent and accurate quality assessments.

Performance Feedback & Development

• Provide accurate, constructive feedback through monitoring activities, utilizing effective communication skills to identify performance gaps and drive continuous improvement in service quality.
• Interact with CEH staff, Team Leaders, Trainers, and Managers to provide quality feedback and performance insights.
• Participate in calibration meetings and quality review discussions to ensure evaluation consistency.

Compliance & Quality Initiatives

• Maintain comprehensive knowledge of the Bank's products, services, policies, procedures, regulatory requirements, and Quality Management System to support the delivery of exceptional customer service and compliance.
• Support compliance and quality initiatives by assisting in the development of processes, checklists, data analysis, and reports, ensuring adherence to applicable policies, procedures, and regulatory requirements.
• Coordinate with Compliance, Risk, Complaint Management, and business units on quality findings and regulatory adherence.
• Maintain awareness of the department's Business Continuity Plan (BCP) and complete all required training to ensure appropriate action is taken during incidents or disruptions.

Analysis & Reporting

• Collect, analyze, and compile data, preparing accurate and timely reports to support management decision-making and departmental performance monitoring.
• Analyze quality trends, audit findings, and customer feedback to identify root causes and recommend improvement opportunities.
• Prepare and present quality reports, trends, and recommendations to management and relevant stakeholders.

Operational Excellence

• Perform operational and quality assurance tasks with a high degree of accuracy, ensuring adherence to agreed timelines, service standards, and departmental objectives without compromising quality.
• Continuously enhance personal knowledge and skills while contributing to the overall effectiveness and smooth operation of the department.

Stakeholder Collaboration

• Engage with Product, Process, and Support teams to share customer feedback and improvement opportunities.
• Carry out assigned responsibilities under the guidance of the line manager, ensuring compliance with departmental policies, procedures, reporting requirements, staff code of conduct, and all relevant regulatory and statutory obligations, while upholding RAKBANK's professional image through excellent service and quality standards.

Qualifications & Experience

• Minimum 3–5 years of experience as a specialist within a banking, financial services, or collections environment.
• Experience working in a regulated environment with exposure to compliance and audit requirements is strongly preferred.
• Experience in the UAE or GCC banking sector is an advantage.

Skills & Competencies

• Strong quality monitoring skills to evaluate customer interactions and identify performance gaps.
• Ability to analyze quality trends, audit findings, and customer feedback to identify root causes and recommend improvement opportunities.
• Ability to explain and present factual information to individuals or groups in a clear and structured manner.
• Proficient in using basic computer applications, including MS Office and quality monitoring systems, for reporting, analysis, and documentation.
• Effective communication skills to provide constructive feedback and drive continuous improvement.