Quality Assurance Executive
Location: Dubai, UAE
Type: Direct hire
Experience
Required:
7–10 years
Role Overview:
Support the Quality Assurance function by executing audits, mystery shopping, and performance monitoring to ensure consistent, compliant, and customer‑centric service delivery. This role provides frontline QA execution, delivering insights and reports that help the Manager embed excellence in service behaviour, regulatory adherence, and digital service culture. Act as a partner to CX, Complaints, Training, and Product teams, ensuring QA findings are translated into practical improvements in customer experience.
Key Responsibilities Quality Assurance & Governance- Conduct audits of customer interactions, advisor performance, and compliance with internal standards.
- Apply QA checklists and evaluation criteria across digital and offline channels.
- Escalate QA‑related compliance concerns or systemic service gaps to the Manager.
- Execute mystery shopping assignments across branches, digital platforms, and advisor touchpoints.
- Document service delivery, adherence to brand standards, and frontline behaviour.
- Provide structured feedback to inform training, coaching, and technology enhancements.
- Compile QA results to highlight recurring issues, service bottlenecks, and compliance risks.
- Prepare dashboards and reports for the Manager and frontline supervisors.
- Support embedding QA learnings into advisor development and systemic improvements.
- Work closely with CX, Complaints, and Training teams to ensure QA insights are actioned.
- Support HR in linking QA outcomes to frontline KPIs and performance reviews.
- Partner with Product, Tech, and Operations teams to provide QA inputs for workflow enhancements.
- Use AI tools for QA scoring, sentiment analysis, and diagnostics under Manager guidance.
- Maintain digital QA dashboards to provide real‑time visibility into advisor performance.
- Contribute to a culture of continuous AI learning and experimentation.
- Bachelor’s degree in business, Quality Management, or related field (master’s preferred).
- 7–10 years of experience in Quality Assurance, CX, or Governance within banking, insurance, or financial services.
- Proven track record in designing QA frameworks, conducting audits, and driving systemic improvements.
- Experience leading QA teams and collaborating cross‑functionally.
Source Inc.
Net2
Source offers global staffing solutions and enterprise‑scale recruitment support.
Recognized by INC 5000 & SIA
We support inclusive hiring practices in accordance with UAE labor law.
#J-18808-Ljbffr(If this job is in fact in your jurisdiction, then you may be using a Proxy or VPN to access this site, and to progress further, you should change your connectivity to another mobile device or PC).