Quality Assurance Associate

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.

Requirements

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

Benefits

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.