Job description

The Service Quality Manager role, designated for UAE Nationals, is based in Dubai within a leading international banking environment, focused on enhancing service delivery across voice and virtual channels within the Client Care Centre. The position is responsible for monitoring customer interactions, including calls and digital engagements, to assess service quality, compliance, and overall customer experience against defined quality standards. The role requires performing detailed quality assurance activities such as call monitoring, mystery calling, and evaluation of inbound service delivery, ensuring adherence to compliance and process standards. A key component involves providing clear, structured, and actionable feedback to improve agent performance and support achievement of key performance indicators including First Contact Resolution (FCR), CSAT, and turnaround times. The role partners closely with operations, training, and quality teams to strengthen KPIs, align scoring methodologies through calibration sessions, and ensure consistency in service delivery. The candidate is responsible for identifying quality gaps, behavioural trends, and process inefficiencies through data analysis, complaint analysis, and trend analysis, while conducting root cause analysis to recommend targeted improvement initiatives. The position also includes analysing repeat contacts, escalations, and service failures to drive continuous improvement and customer-centric outcomes. Proficiency in tools such as MS Word and MS Excel is required to support reporting and analysis. The role operates within a structured banking environment with a strong emphasis on compliance, process adherence, and customer experience excellence, contributing to a consistent and high-quality service across all customer touchpoints.