Assistant Manager, Quality Assurance

14 سبتمبر، 2022

0 4 3 دقائق

الوصف الوظيفي

Assistant Manager, Quality Assurance | Grade M (UAE Nationals Only)

1. Organisation Unit Purpose

This function represents a critical and strategic role within the organization that is responsible to ensure customers receive optimal solutions for the issues they have raised. This role will also ensure that the teams tasked to handle and resolve complaints are equipped with the right knowledge and enhanced tools.

This role:

Is critical to ensure that customers’ complaints are handled end to end with a proper resolution being provided to customers.
Will help review how customers are being dealt with and whether they are being informed accurately and in time.
Ensure high complaint handling satisfaction score and low customer effort score.
Plug the gap which currently existing as we do not have an overall view of how complaints are being handled on a day to day basis. This is inherently resulting in repeat SRs being logged for customers who are not happy with the resolution provided.
Ensure that SRs are not being prematurely resolved just to avoid escalations or to keep escalations under control.
Ensure seamless customer experience by emphasizing on the fact that customers understand the resolution being provided and its impact if any.

Ensure that the training needs are identified and staff who are raising incorrect SRs are educated immediately.

2. Job Purpose

Overall responsibility of Complaints Quality Assurance specialist would be to independently handle and drive:

Adopt and utilize the complaints handing framework, including understanding, and further developing the complaint handling standards, controls and procedures utilized across Emirates NBD.

Align on each Unit’s Quality Score target and ensure that it is part of their yearly KPIs.

Conduct quality assurance checks on standards of complaints casework, correspondence, and handling

Analyze complaints to ensure Policies and Standard Operating Procedures are followed, ensure communication with customers (verbal and written) is consistent and of high quality.

Analyze the accuracy of decision making by the complaint handling staff and rate the quality of resolution provided.

Accompany evaluations with meaningful and constructive feedback.

Discuss and explain feedback with the relevant stakeholders in regular meetings.

Create strategies to improve stakeholder’s scores.

Map the need for training and onboarding programs and develop these projects.

Monitor customer service performance on the team level.

Participate in calibration sessions to maintain consistency in internal evaluations.

Contribute to the team culture in a positive manner.

3. Job Responsibilites:

Bachelor degree, or equivalent work experience in a field that develops the skills required for the functions and responsibilities of the position.

Minimum one (2) year experience in telephone, customer service, or investigative work

Any CRM tool experience

Expertise in Banking and Financial Services

Banking Operations and Customer service delivery

Project management, planning and execution skills

Structured Problem Solving skills

Good analytical and communication/presentation skills

Excellent people management and senior stakeholder interaction skills

Ability to lead and manage complex managerial situations

Leadership Capabilities and Role Modeling

Team player

Willing to learn and adapt to changing situations/priorities

Ability to challenge behaviors that conflict with Emirates NBD values

Ability to identify risks and prevent, manage and/or escalate as appropriate

Build relationship across all levels