
Emirates NBD
Service Quality Officer
- Permanent
- Dubai, United Arab Emirates
- Experience 2 - 5 yrs
Job expiry date: 20/02/2026
Job overview
Date posted
06/01/2026
Location
Dubai, United Arab Emirates
Salary
Undisclosed
Compensation
Job description
Service Quality Officer / Agency Governance and Service Quality Associate role within Emirates NBD (ENBD) Risk & Control, responsible for ensuring outsourced external agencies operate in compliance with contractual, regulatory and organizational requirements while driving service quality standards to safeguard customer experience and organizational reputation. The role sits within Agency Governance and SQ, which provides governance, oversight and service quality monitoring across the agency network to ensure external agencies partnered with ENBD and EI operate in alignment with the bankās policies, regulatory requirements and customer experience standards, safeguarding compliance and strengthening risk controls. The position mandates service quality experience in Collections/Banking, understanding of SQ process, proficiency in written and spoken English, and Filipino native speaker requirement. Responsibilities include monitoring agency adherence to governance polices, contractual obligations and regulatory guidelines; supporting governance reviews, audits and risk assessments of external partners; tracking and escalating compliance breaches to ensure timely resolution; conducting in-depth call and email evaluations per set parameters and guidelines; performing customer journeys with focus on agent behaviors per case; conducting Audit the auditor sessions with agency SQ SPOCs to identify gaps in evaluations; identifying training needs and service gaps and recommending improvement actions; ensuring customer experience standards are met across agencies; publishing call and email evaluation scorecards; publishing feedback reports with evaluation and ATA synopsis with recommendations; analyzing agency performance and publishing RM scorecards with error analysis and score calculations; conducting on premise evaluation sessions for local agencies and teamsā evaluation sessions with international agencies; working closely with agencies and internal risk, compliance and operations teams; providing feedback and coaching on quality and compliance issues; recommending training and performance improvement plans to upskill agency performance; contributing to strengthening governance framework and control mechanisms; supporting initiatives to enhance efficiency, reduce operational risk and elevate service standards; sharing best practices and supporting process standardization across agencies.
Required skills
Key responsibilities
- Monitor agency adherence to governance polices, contractual obligations and regulatory guidelines
- Support governance reviews, audits and risk assessments of external partners
- Track and escalate compliance breaches and ensure timely resolution
- Conduct in depth call and email evaluations as per set parameters and guidelines
- Perform customer journeys and focus on agent behaviors on each case
- Conduct Audit the auditor sessions with agency SQ SPOCs and identify gaps in evaluations
- Identify training needs and service gaps and recommend improvement actions
- Ensure customer experience standards are met across agencies
- Publish call and email evaluation scorecards
- Publish feedback reports with evaluation and ATA synopsis with recommendations
- Analyze agency performance and publish RM scorecards with error analysis and score calculations
- Conduct on premise evaluation sessions for local agencies and teamsā evaluation sessions with international agencies
- Work closely with agencies and internal risk, compliance and operations teams
- Provide feedback and coaching to agencies on quality and compliance issues
- Recommend training and performance improvement plans to agencies to upskill their performance
- Contribute to strengthening the governance framework and control mechanisms
- Support initiatives to enhance efficiency, reduce operational risk and elevate service standards
- Share best practices and support process standardization across agencies
Experience & skills
- Bring Service Quality experience in Collections/Banking
- Demonstrate understanding of SQ process
- Demonstrate language proficiency in written and spoken English
- Be a Filipino native speaker
- Monitor outsourced agency compliance with contractual, regulatory and organizational requirements and agency adherence to governance policies and regulatory guidelines
- Conduct call and email evaluations, customer journeys assessments, and Audit the auditor sessions with agency SQ SPOCs
- Publish evaluation scorecards and feedback reports including ATA synopsis and RM scorecards with error analysis and score calculations
- Collaborate with agencies and internal risk, compliance and operations teams and provide coaching on quality and compliance issues while recommending training and performance improvement plans
- Support governance framework strengthening, control mechanisms, process standardization and initiatives to reduce operational risk and elevate service standards