Quality Assurance Specialist

The Quality Assurance Specialist helps maintain consistent service and process standards by reviewing work quality, identifying gaps, and supporting corrective improvements. The role works with operational teams to ensure procedures are followed and customer outcomes meet expected standards.

Key Responsibilities

• Review samples of calls, cases, transactions, or operational records against defined quality criteria.
• Document findings accurately and identify recurring errors, policy deviations, and service gaps.
• Provide constructive feedback and work with team leaders on coaching and corrective action plans.
• Prepare quality reports, trend summaries, and recommendations for managers.
• Support calibration sessions to promote consistent evaluation across reviewers and teams.
• Track corrective actions and verify whether improvements have been sustained.

Requirements and Qualifications

Candidates should bring strong attention to detail, sound judgement, clear written communication, and the ability to assess work objectively. Experience in quality assurance, customer service operations, banking, or a regulated service environment is relevant. Familiarity with scorecards, reporting tools, root-cause analysis, and process documentation is useful.

Skills

• Clear communication and effective stakeholder coordination.
• Analytical thinking, accuracy, and structured problem-solving.
• Ability to prioritise work, document outcomes, and follow established controls.
• Commitment to customer service, confidentiality, and continuous improvement.

Employment Details

This is a full-time opportunity with RAKBANK in the United Arab Emirates. The exact work arrangement, salary, benefits, and any additional eligibility conditions should be confirmed through the application listing. Applicants should ensure that their experience and qualifications match the position and provide accurate information in their application.