Call Quality Analyst – Financial Institution
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Key skills for this role
About the Role
We are looking for a dedicated and detail-oriented Call Quality Analyst to join our growing financial services team in the UAE. The ideal candidate will be responsible for monitoring customer interactions, ensuring proper product explanation, maintaining compliance standards, and supporting overall service quality.
Key Skills for This Role
Full Job Posting
Overview
We are looking for a dedicated and detail-oriented Call Quality Analyst to join our growing financial services team in the UAE.
The ideal candidate will be responsible for monitoring customer interactions, ensuring proper product explanation, maintaining compliance standards, and supporting overall service quality.
Key Responsibilities
- Monitor and evaluate customer calls to ensure quality and compliance standards are met.
- Contact customers to explain financial products, services, and processes clearly and professionally.
- Ensure all conversations are conducted in line with UAE banking regulations and internal compliance policies.Identify gaps in communication and provide feedback for process improvement.
- Maintain accurate records and prepare quality assessment reports.Coordinate with sales and operations teams to improve customer experience and compliance adherence.
- Ensure proper disclosure and customer understanding during all interactions.
Requirements
- Bachelor’s degree or relevant experience in Banking / Financial Services / Customer Service.
- Previous experience in call quality, telesales, customer service, or banking operations preferred.
- Excellent communication and interpersonal skills.
- **Arabic language proficiency is mandatory (spoken and written).**
- **Must be on Spouse Visa**
- Good command of English.
- Strong understanding of customer handling and compliance procedures.
- Ability to work under pressure and handle confidential information professionally.
- Proficiency in MS Office and CRM systems is an advantage.
Preferred Skills
- Strong listening and analytical skills.
- Attention to detail and documentation accuracy.
- Professional telephone etiquette.
- Team player with a customer-focused approach.
- Pay: AED2,000.00 - AED3,000.00 per hour
Application Question(S)
- Is on a spouse visa?
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