Location: Dubai, UAE

The Quality Assurance Officer will be responsible for monitoring, evaluating, and enhancing the quality of complaints handling processes to ensure compliance with internal policies, regulatory standards, and service excellence benchmarks. The role involves conducting quality audits, analyzing complaint resolution accuracy, providing structured feedback, and driving continuous improvement initiatives.

In addition, the role requires strong analytical capability to manage MIS reporting, streamline data processes, and present meaningful insights to management for informed decision-making.

• Conduct regular quality audits on complaints casework, correspondence, and overall complaint handling processes.
  

  
  

• Evaluate adherence to company policies, Standard Operating Procedures (SOPs), and regulatory guidelines.
  

  
  

• Review customer communications (verbal and written) to ensure clarity, consistency, professionalism, and service standards are maintained.
  

  
  

• Assess the accuracy and fairness of decisions taken by complaint handling staff.
  

  
  

• Rate the quality of complaint resolutions and ensure outcomes are customer-centric and compliant.
  

  
  

• Identify gaps, inconsistencies, and process deviations.
  

  
  

• Provide detailed, constructive, and actionable feedback to complaint handling teams.
  

  
  

• Support continuous improvement initiatives to enhance customer satisfaction and operational efficiency.
  

  
  

• Monitor trends in complaints to identify systemic issues and recommend preventive actions.
  

  
  

• Develop and maintain quality assurance tracking systems and reporting dashboards.
  

  
  

• Design and implement efficient processes to manage and analyze complaints data.
  

  
  

• Conduct data analysis to identify trends, performance gaps, and operational risks.
  

  
  

• Prepare weekly, monthly, and quarterly quality performance reports.
  

  
  

• Present insights and recommendations to senior management and stakeholders.
  

  
  

• Research innovative tools and techniques to optimize data utilization and reporting efficiency.
  

  
  

• Support strategic decision-making through data-driven analysis.
  

  
  

• Bachelor’s degree in Business Administration, Quality Management, Data Analytics, or a related field.
  

  
  

• 3–5 years of experience in Quality Assurance, Complaints Handling, Customer Service Quality, or Compliance roles.
  

  
  

• Experience in regulated environments (Banking, Financial Services, Telecom, Insurance, or Corporate Services preferred).
  

  
  

• Strong analytical and critical thinking skills.
  

  
  

• Excellent written and verbal communication skills.
  

  
  

• Ability to evaluate complex cases and provide objective quality assessments.
  

  
  

• Proficiency in MS Office (Advanced Excel required).
  

  
  

• Experience with reporting tools and dashboards (Power BI, Tableau, or similar preferred).
  

  
  

• Strong understanding of Quality Assurance methodologies and compliance frameworks.
  

  
  

• Attention to detail with high accuracy levels.
  

  
  

• Ability to provide constructive feedback diplomatically.
  

  
  

• Strong organizational and time-management skills.