First Abu Dhabi Bank is an inclusive environment where each person values the experiences, perspectives, ideas and beliefs of others. We’re in a unique position to learn from all our colleagues, combining international experience with deep cultural knowledge and local expertise. At FAB, you’ll have the support of your team and a strong relationship with your line manager, who will trust you with responsibility and recognize your good performance. As we embrace different ways of seeing the world, listening to each other and respecting different viewpoints, we grow stronger – together.

JOB PURPOSE:

The role holder is responsible for:

• Assessing the quality of performance of Contact Centre’s - First Abu Dhabi Bank (FAB) and Dubai First (DF) agents dealing with existing and potential customers.
• The workflow which includes analytical procedure for Quality Assurance (QA) in the call’s evaluation process.
• Ensuring the administration accuracy, appropriate recording, storage of records and associated documentations.
• Identify training gaps, coaching and recommending areas that needs improvements.

Ensuring Contact Centre provides highest service quality, reflect a quality image and are aware of customer service guidelines, group/bank policies and procedures, while promoting values of excellence.

ACCOUNTABILITIES:

Call’s evaluation:

• Sample check QA team evaluated calls of Contact Centre’s – FAB and DF, agents and Team Managers (inbound/outbound, Complaints/Service Request/Digital teams) to assess technical accuracy, customer service performance, speed and telephone etiquette.
• Ensure QA team adhere to calls evaluation selection based upon agreed criteria namely, Financial and Non-financial types of calls, from each business units.
• Ensure QA team has evaluated calls of all listed agents and feedback is shared with agents and Line Managers and explanation provided is brief and precise.
• Ensure QA team uses approved Evaluation sheet parameters in evaluating agent calls, share the call evaluated parameters scores, overall scores and provide explanation for each parameter.
• Ensure QA team report any fraudulent activities by agents noticed during the QA team call’s evaluation to GFRI and to the respective Team Manager immediately upon finding. Further, ensure any rude or unprofessional behavior by agents towards the customer is escalated to the Team Managers for appropriate action.

Errors Validation:

• Receive all Contact Centre agents’ errors, other departments inquiries and requests by emails. Record the details in Error’s report and assigning a unique serial reference in excel sheet.
• Ensure QA team validate all assigned errors and send error confirmation and feedback to the relevant officer/department reporting the error within agreed TAT and update the record in Error’s report.
• Ensure QA team share by email errors details, correct process with agent and Team Manager and arrange to provide coaching for errors categorized Critical.
• Report the errors recorded to Contact Centre Management on monthly basis, along with feedback from QA team.

Net Promotor Score (NPS) Validation:

• Review NPS detractors’ calls and calls assigned to QA team for validation/evaluation.
• Report QA team finding with recommendations/suggestions to Contact Centre Management, to improve the NPS scores.
• Attend NPS GCX monthly meeting to obtain information about agents needs/areas that requires improvement and share QA observations

Wrap-up calls evaluation:

• Review the plan, preparations, categories of calls to be included and agents assigned within the QA team to evaluate these calls, in coordination with the QA team and Contact Centre Management.
• Analyse the QA team finding and share Wrap-up calls report with QA feedbacks and repeated names with Contact Centre Management. Ensure Contact Centre Management reply with the action plan.

Feedback Coaching Sessions / Training plan for new joiners:

• 1:1 Feedback Sessions – Ensure QA team conduct 1:1 Feedback sessions with the agent and agent Line Manager, whenever Critical call is identified, with the purpose of providing coaching, mentoring, and expressing expectations. Ensures to share and provide the first-hand experience of calls evaluation for overall unit performance and service improvement.
• Ensure coordination with Contact Centre, Work Force Management to schedule coaching sessions for agents and send monthly reports to Contact Centre Management on agent’s attendance confirmation, error details and feedbacks/guidance provided.
• Training plan for new joiners -
• Ensure coordination with Business Knowledge team to conduct sessions on QA Evaluation sheet parameters and guidelines for new joiners - agents and Team Managers. Coordinate with Contact Centre, Work Force Management to schedule the sessions and ensure all new joiners are included.
• Ensure QA team conduct nesting check for new joiners’ calls, share feedback with agents and Contact Centre Management.
• Send performance feedback report to Contact Centre Management of the new Team Managers

Calls Calibrations:

• Manage the call calibration sessions with a view to ensure a clear alignment is maintained between the QA team and the relevant Team Managers in improving customer service level and effectiveness of calls handled by agents.
• Ensure planning is undertaken of the types of calls to be evaluated in these sessions, review minutes of the meeting (session) and share observations/recommendations with Contact Centre Management. Further, ensure agents are provided with coaching sessions, if necessary.

MIS and reporting:

• Review QA team consolidated call details and feedback based on the Evaluation sheet to a spread sheet.
• Review, analyze and share monthly quality reports with Contact Centre’s Management/stakeholders.
• Review and present internal dashboard and action plan at Business Governance team meetings.

QA team Performance Monitoring:

• Ensure QA team are aware of and follow the group, bank and QA SOPs relating to customer service and telephone calls protocol.
• Monitor the quality of QA team reports and note any exception/s for guidance.
• Monitor QA team:

• Adherence to Health and Safety protocols.
• Daily productivity and support them in meeting the monthly targets.
• Punctuality.
• Completes all mandatory courses and surveys before timelines. Recommend training courses that suit QA team nature of work and career development.
• Communicate with the QA team on regular basis, discussing about performance and provide the support, if needed.
• Delegate responsibilities/tasks to QA staff as part of career development plan.

Other activities:

• Assist in projects and investigation. 
• Learn about new products, procedures and services as they are launched and share knowledge with the team members.
• Coordinate implementation, update and continuous use of ORM tools. Spread awareness of ORM in general and ORM tools.
• Any other ad – hoc assignment requested by, Contact Centre’s – FAB and DF Management/Team Managers, VP - CBG Channels Control and SVP, Head of Business Governance.