Officer, CPR Oversight and QA (UAE National)

Job overview: Commercial Bank of Dubai is seeking a Officer, CPR Oversight and QA to join its banking team in the United Arab Emirates. Support independent oversight and quality assurance across customer engagement activities. The role helps ensure that customer protection, complaints handling and customer experience processes are reviewed consistently, supported by complete evidence and followed by effective corrective action. The successful candidate will work with colleagues and stakeholders to support reliable service, sound decisions and the bank’s operating standards. This position is reserved for a UAE National.

Key responsibilities

• Conduct structured quality reviews of customer engagement activities using approved review methods, criteria and control expectations.
• Check the completeness and accuracy of evidence relating to customer protection, complaints and customer experience processes.
• Record findings clearly, assess control gaps and communicate issues to the relevant business owners for action.
• Maintain review records, regulatory evidence and documentation so that decisions and conclusions can be independently verified.
• Track remediation actions, monitor due dates and validate whether agreed improvements have been implemented effectively.
• Prepare quality reports and highlight recurring themes, service weaknesses and material concerns to the appropriate stakeholders.

Requirements and qualifications

• This position is reserved for a UAE National.
• Relevant experience in quality assurance, operational controls, customer protection, complaints or banking operations is useful.
• Careful documentation, objective review judgement and an understanding of customer-focused regulatory obligations are important.
• Demonstrated ability to organise work, manage priorities and meet agreed deadlines.
• A professional approach, sound judgement and commitment to accuracy and confidentiality are important.

Skills and competencies

• Quality assurance
• Control testing and evidence review
• Customer protection
• Complaints oversight
• Reporting and remediation tracking

Employment details

Employment details: This is a full time opportunity with Commercial Bank of Dubai in Dubai, United Arab Emirates. The position is intended for candidates who can meet the responsibilities and service standards described above. Employment conditions and compensation can be discussed during the recruitment process.