Rehab & Retention Quality Officer

Abu Dhabi Islamic Bank
Abu Dhabi
Workplace: OnsiteFull timeFunction: Quality & Regulatory (Non-Software)Skills: ["Communication","Computer skills","Quality monitoring","Coaching","Customer experience orientation"]

Monitor and evaluate the quality of Rehab & Retention customer interactions to ensure compliance, strong customer experience, and reduced operational risk. Perform periodic call and case sampling, validate complaints, and maintain MIS for quality scores and trends. Coach specialists and team leaders with targeted feedback and training, verify rehab & retention requests, and support daily operational workflows for NLC cases through automation/CRMRetail follow-ups and timely email escalation.

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FursaFursa
Abu Dhabi Islamic Bank
Abu Dhabi Islamic Bank
4 days ago

Rehab & Retention Quality Officer

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 9 hours agoStatus: Live

Job Summary

Monitor and evaluate the quality of Rehab & Retention customer interactions to ensure compliance, strong customer experience, and reduced operational risk. Perform periodic call and case sampling, validate complaints, and maintain MIS for quality scores and trends. Coach specialists and team leaders with targeted feedback and training, verify rehab & retention requests, and support daily operational workflows for NLC cases through automation/CRMRetail follow-ups and timely email escalation.
Location: Abu Dhabi
Workplace: Onsite
Employment Type: Full time
Job Function: Quality & Regulatory (Non-Software)

Key Responsibilities

  • •Conduct periodic quality sampling for attrited cases, call backs, retained calls, and rehab & retention management requests, and prepare reports of results.
  • •Listen to and score specialists’ sampled calls using agreed criteria, and identify common errors and trends in quality performance.
  • •Coach and support the Rehab & Retention team to improve performance and develop required skills and knowledge.
  • •Create, maintain, and update MIS of quality scores, complaints, pending cases, and trends for each specialist.
  • •Perform daily operations for NLC cases, including processing via Certificate Automation/CRMRetail, sending required emails, following up to completion, and escalating pending items on the 7th working day.

Key Requirements

  • •Experience in quality evaluation within customer service.
  • •Comprehensive knowledge of Rehab & Retention policy, procedures, and ADIB products.
  • •Experience within a financial services environment.
  • •Strong communication skills and strong computer skills.
  • •Strong command of Arabic and English language.
Experience:Financial servicesCustomer service
Skills:CommunicationComputer skillsQuality monitoringCoachingCustomer experience orientation
Languages:ArabicEnglish
Tech Stack:MISCRMRetailCertificate Automation

Company Brief

Abu Dhabi Islamic Bank
Abu Dhabi Islamic Bank (ADIB) is a public Islamic bank providing retail, corporate, wealth and investment banking services across the UAE and international markets, offering Sharia-compliant financial products and digital banking solutions.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Abu Dhabi, United Arab Emirates
Founded: 1997
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