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:
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
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
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