Quality Assurance Associate
- CAPITEX
- Abu Dhabi - United Arab Emirates
- Contract
وصف الوظيفة
Job Title: Quality Assurance Associate
Division: Operational Excellence
Location: Abu Dhabi, UAE
Contract: Monthly rolling (12 months minimum - immediate start)
Visa Requirement: Applicants must already hold a valid UAE visa
About the Role:
A leading fintech - financial platform in the MENA region is seeking a dedicated Quality Assurance Associate to join its Operational Excellence team. This role is critical to ensuring the delivery of high-quality customer service within the company’s customer operations. The selected candidate will work closely with cross-functional teams to develop and apply audit criteria, design scorecards, and facilitate feedback loops that drive continuous improvement. This is an excellent opportunity for a quality-driven professional to make a substantial impact on customer experience within a fast-paced and innovative environment.
إمتيازات الوظيفة
Benefits of Joining Us:
- Be part of a leading platform that’s transforming the financial services industry in the MENA region
- Flexible working hours with a hybrid work policy
- Join a diverse, international team from over 40 nationalities
How to Apply:
If you're passionate about quality assurance and customer experience, and ready to make a meaningful impact, we'd love to hear from you! Please send your CV!
Only candidates with a valid UAE visa will be considered for this position.
متطلبات الوظيفة
Key Responsibilities:
- Scorecard Design:
Develop comprehensive audit forms tailored to both Front Office and Back Office operations. Ensure these forms capture all essential data points and compliance requirements. - Audit Execution:
Conduct audits to evaluate the quality of Customer Operations deliverables. Define and manage audit criteria and schedules to ensure consistent, high-quality performance. - Cross-Functional Collaboration:
Partner with multiple departments to understand their processes and ensure alignment with quality standards. Facilitate QA audits to identify and resolve quality issues. - Calibration Sessions:
Participate in regular calibration sessions with QA team members and stakeholders to standardize performance metrics, audit criteria, and quality evaluations. - Customer Interaction Review:
Analyze recorded customer interactions (calls, emails, chat transcripts) to assess elements such as tone, clarity, responsiveness, and issue resolution. - Feedback Loop Creation:
Establish a continuous feedback system where insights from audits are utilized to improve customer service practices, enhance training, and boost customer satisfaction.
Required Qualifications:
- Educational Background:
Bachelor’s degree in Business Administration, Engineering, or a related field preferred. Quality management certifications (e.g., Six Sigma, Lean) are advantageous. - Professional Experience:
Proven background in quality assurance for customer experience, with knowledge of customer service quality criteria. - Skills and Attributes:
- Strong analytical and problem-solving skills
- Proficiency in quality management tools and methodologies
- Excellent communication and interpersonal skills
- Detail-oriented and adaptable
- A proactive attitude, with a focus on driving results
- Additional Skills:
- Ability to quickly learn new concepts and adapt to changing environments
- Strong critical thinking and active listening skills
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