Team Leader Quality Control Dubai Islamic Bank

Team Leader Quality Control at Dubai Islamic Bank is responsible to run an efficient Quality Control Unit managing Quality Control Agents for Credit Card Applications received from Third Party Aggregators for Cards Sales. The vacancy was announced by the bank on March 5, 2024.

Responsibilities of Team Leader Quality Control

• Run an effective and efficient Quality Control Unit to ensure operational procedures conform to DIB internal standards of quality, operational efficiency & controls at all times.
• Ensuring Credit Card Applications submitted by Third Party Aggregators are process by Quality Control Agents as per set parameters and policies of DIB.
• Review daily batch submissions and verification calls made by Quality Control Agents, listening to recorded calls and providing feedback.
• Define SLAs/TATs for internal processes and ensure compliance with agreed benchmarks.
• Training of newly recruited Quality Control Agents on day-to-day tasks of Cards application processing, documentation and verification calls.
• Manage the department’s operational risks by ensuring appropriate risk responses & controls are in place.
• Set and track individual KPIs of the Quality Control Team members in-line with overall department KPIs.
• Develop and maintain Standard Operating Procedures (SOP).
• Co-ordinate with all internal stakeholders/departments such as Retail Credit (RC Dept), Risk Management Dept (RMD), Cards Operations Department (COD), Regulatory Compliance Dept to ensure all Card applications are processed as per SOP.
• Work with Service Quality (SQ Dept) to ensure Customer Complaints are track and resolve within TAT.
• Daily MIS reporting which includes applications submitted, discrepancies recorded, applications pending, returned and rejected.

Role Requirements

The requirements for the role of Team Leader Quality Control are as under

• Bachelor’s Degree.
• At least 5 years of Retail Banking experience with proven track record in Quality Control and working with cross-functional teams within the organisation.

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