Quality Assurance Specialist

RAKBANK
Ras Al Khaimah
Workplace: OnsiteFull timeFunction: QA, Test & Release EngineeringExperience: 3-5 yearsSkills: ["Communication","Coaching","Analytical thinking","Presenting information","Quality monitoring"]

Monitor and evaluate customer interactions within the Customer Experience Hub to ensure adherence to service quality standards, operational procedures, regulatory requirements, and customer experience expectations. Review recorded calls/interactions, document outcomes, provide constructive coaching and feedback, identify performance gaps, and support continuous improvement through process enhancements, data analysis, and quality reporting. Coordinate with Compliance, Risk, Complaint Management, and support teams and participate in calibration meetings to maintain consistent evaluations.

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FursaFursa
RAKBANK
RAKBANK
1 day ago

Quality Assurance Specialist

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Source: Company careers pageValidated by: Fursa AI
Last checked: 1 hour agoStatus: Live

Job Summary

Monitor and evaluate customer interactions within the Customer Experience Hub to ensure adherence to service quality standards, operational procedures, regulatory requirements, and customer experience expectations. Review recorded calls/interactions, document outcomes, provide constructive coaching and feedback, identify performance gaps, and support continuous improvement through process enhancements, data analysis, and quality reporting. Coordinate with Compliance, Risk, Complaint Management, and support teams and participate in calibration meetings to maintain consistent evaluations.
Location: Ras Al Khaimah
Workplace: Onsite
Employment Type: Full time
Job Function: QA, Test & Release Engineering
Seniority: Mid level

Key Responsibilities

  • •Review recorded customer interactions to confirm objectives are met, information is accurately documented, and administrative tasks follow quality standards.
  • •Provide accurate, constructive feedback based on monitoring activities to identify performance gaps and drive continuous improvement.
  • •Maintain knowledge of bank products, policies, procedures, regulatory requirements, and the Quality Management System to support compliant customer service.
  • •Collect, analyze, and compile data to produce accurate quality reports, trends, and recommendations to support management and performance monitoring.
  • •Coordinate with CEH staff and related teams (Compliance, Risk, Complaint Management, and business units) and participate in calibration/quality review discussions to ensure evaluation consistency.

Key Requirements

  • •3–5 years of experience as a specialist within a banking, financial services, or collections environment.
  • •Experience working in a regulated environment with exposure to compliance and audit requirements.
  • •Advantage: experience in the UAE or GCC banking sector.
  • •Strong ability to analyze quality trends, audit findings, and customer feedback to identify root causes and improvement opportunities.
  • •Proficiency using basic computer applications, including MS Office, for reporting, analysis, and documentation.
Experience:3-5 yearsBankingFinancial servicesCollectionsRegulated environmentUAE/GCC banking
Skills:CommunicationCoachingAnalytical thinkingPresenting informationQuality monitoring
Tech Stack:MS OfficeQuality monitoring systems

Company Brief

RAKBANK
RAKBANK is a United Arab Emirates-based bank offering personal, business, and commercial banking services, including accounts, cards, loans, deposits, and digital banking products. It serves retail customers and SMEs across the UAE.
Industry: Banking
Company Size: Large (251 to 1,000 employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Ras Al Khaimah, United Arab Emirates
Founded: 1976
WebsiteLinkedIn