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Complaints & Quality Assurance Officer Banque Misr UAE

  • Full time
  • Dubai, United Arab Emirates, Dubai, UAE View on Map
  • @Banque Misr posted 2 years ago
  • Posted : January 4, 2024 -Accepting applications
  • Salary: د.إ7,000.0 - د.إ16,000.0 / Monthly
  • View(s) 438

Job Detail

  • Job ID 3527
  • Career Level  Intermediate
  • Experience  Less Than 1 Year
  • Gender  Male Female 

Job Description

Banque Misr UAE is presently looking to hire suitably skilled and devoted candidate for role of Complaints & Quality Assurance Officer. The jobholder will play a pivotal role in ensuring the highest level of customer satisfaction and addressing concerns effectively. Your responsibilities will encompass a range of activities focused on enhancing the overall customer experience.

Responsibilities of Complaints & Quality Assurance Officer

  • Satisfaction Surveys: Conduct regular satisfaction surveys across various customer touchpoints.
  • Analyze survey results to identify areas for improvement.
  • Implement strategies to enhance customer experience based on findings.
  • Journey Mapping: Develop and maintain comprehensive customer journey maps.
  • Collaborate with cross-functional teams to optimize customer journeys.
  • Root Cause Analysis: Investigate and perform root cause analysis on customer complaints.
  • Address systemic problems and implement preventive measures.
  • Mystery Shopping: Plan and execute mystery shopping programs.
  • Provide feedback and recommendations to enhance service delivery.
  • Complaints Management: Handle customer complaints promptly and professionally.
  • Document, categorize, and report on key trends to management.
  • Continuous Improvement: Implement corrective actions from customer feedback to improve service quality.
  • Collaborate with stakeholders for process enhancements and innovations.
  • Training and Awareness: Conduct training sessions on customer service best practices.
  • Foster a customer-centric culture through awareness programs.

Requirements of Complaints & Quality Assurance Officer

The requirements of Complaints & Quality Assurance Officer are as under:

  • Bachelor’s degree in business, finance, or a related field.
  • 1 year in a similar position.
  • 3 years of banking experience.

Skills and Knowledge Desired

  • Strong PowerPoint & presentation skills
  • Problem-solving mindset and attention to detail.
  • Decision- making skills.
  • Excellent communication and interpersonal skills.
  • Customer service orientation
  • Exceptional listening and analytical skills Creative ability & writing proficiency.
  • Results-driven and customer focused.
  • Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.
  • Proven experience in customer experience management and complaint resolution within the banking sect
  • Strong analytical skills with the ability to interpret data and trends.
  • Knowledge of banking regulations and compliance requirements.
  • IT skills.
  • Numerical/Analytical skills.
  • Must be proficient with Microsoft Office (intermediate Word, Excel, PowerPoint).

Quality Assurance Officer CBD Dubai UAE

Required skills

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