Officer, CPR Oversight and QA ( UAE National )

Commercial Bank of Dubai
Dubai
Workplace: OnsiteFull timeFunction: QA, Test & Release EngineeringExperience: 1-2 yearsEducation: bachelorsSkills: ["Stakeholder management","Process improvement","Documentation","Attention to detail","Confidentiality"]

Support independent oversight and quality assurance across Customer Engagement by monitoring and reviewing regulatory compliance for customer protection, complaints, and customer experience activities. Maintain audit-ready CPR evidence and trackers, execute risk-based QA reviews of complaint and communication records, and validate complaint reporting outputs. Coordinate evidence for audits, inspections, and control testing, track corrective actions, and help identify process improvements and training needs.

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FursaFursa
Commercial Bank of Dubai
Commercial Bank of Dubai
21 hours ago

Officer, CPR Oversight and QA ( UAE National )

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Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live

Job Summary

Support independent oversight and quality assurance across Customer Engagement by monitoring and reviewing regulatory compliance for customer protection, complaints, and customer experience activities. Maintain audit-ready CPR evidence and trackers, execute risk-based QA reviews of complaint and communication records, and validate complaint reporting outputs. Coordinate evidence for audits, inspections, and control testing, track corrective actions, and help identify process improvements and training needs.
Location: Dubai
Workplace: Onsite
Employment Type: Full time
Job Function: QA, Test & Release Engineering
Seniority: Entry level

Key Responsibilities

  • •Maintain Customer Engagement CPR oversight tools including obligations register, control matrix, evidence repository, and regulatory action tracker.
  • •Conduct risk-based and periodic QA reviews using sampling plans and checklists, reviewing complaint files, investigations, correspondence, call records, and closure rationale.
  • •Validate complaint classification and reporting outputs, including customer segment, root-cause coding, outcomes, responsible unit, resolution evidence, and corrective-action capture.
  • •Coordinate evidence requests and support audits, compliance reviews, regulatory inspections, RCSA, control testing, and management actions within scope.
  • •Analyze QA and complaint themes to identify training needs and process weaknesses, and support corrective actions to closure with clear audit trails.

Key Requirements

  • •Bachelor’s degree in Business Administration, Finance, Banking, Risk Management, Compliance, Quality Management, Customer Experience, or a related discipline.
  • •1–2 years of relevant experience in banking or financial services, preferably in customer complaints, quality assurance, customer experience, operations, risk, or compliance.
  • •Working knowledge of customer protection, complaint-handling, conduct-risk, and regulatory control requirements.
  • •Experience in file reviews, sampling, exception reporting, action tracking, root-cause analysis, or governance reporting is preferred.
  • •Proficiency in Microsoft Excel, PowerPoint and Word; experience with complaint-management, CRM or risk systems is an advantage.
Experience:1-2 yearsBankingFinancial servicesCustomer complaintsQuality assuranceCustomer experienceRisk managementCompliance
Education:Bachelor's
Skills:Stakeholder managementProcess improvementDocumentationAttention to detailConfidentiality
Tech Stack:Microsoft ExcelMicrosoft PowerPointMicrosoft WordCRMComplaint-management systemsRisk systems

Eligibility

Nationality:UAE National

Company Brief

Commercial Bank of Dubai
Commercial Bank of Dubai (CBD) is a UAE-based full-service bank providing personal, corporate and digital banking solutions, trade finance, treasury and wealth services. Operating for over 50 years, CBD supports UAE businesses and individuals through branches and digital channels.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Dubai, United Arab Emirates
Founded: 1969
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