Job Description

Work From Office


InsuranceMarket.ae


Full-Time

Role Overview:

Support the Quality Assurance function by executing audits, mystery shopping, and performance monitoring to ensure consistent, compliant, and customer-centric service delivery. This role provides frontline QA execution, delivering insights and reports that help the Manager embed excellence in service behaviour, regulatory adherence, and digital service culture. Act as a partner to CX, Complaints, Training, and Product teams, ensuring QA findings are translated into practical improvements in customer experience

Key Responsibilities include, but are not limited to

1. Quality Assurance & Governance

Conduct audits of customer interactions, advisor performance, and compliance with internal standards. Apply QA checklists and evaluation criteria across digital and offline channels. Escalate QA-related compliance concerns or systemic service gaps to the Manager.

2. Mystery Shopping & Service Audits

Execute mystery shopping assignments across branches, digital platforms, and advisor touchpoints. Document service delivery, adherence to brand standards, and frontline behaviour. Provide structured feedback to inform training, coaching, and technology enhancements.

3. Data-Driven Insights & Continuous Improvement

Compile QA results to highlight recurring issues, service bottlenecks, and compliance risks. Prepare dashboards and reports for the Manager and frontline supervisors. Support embedding QA learnings into advisor development and systemic improvements.

4. Collaboration & Support

Work closely with CX, Complaints, and Training teams to ensure QA insights are actioned. Support HR in linking QA outcomes to frontline KPIs and performance reviews. Partner with Product, Tech, and Operations teams to provide QA inputs for workflow enhancements.

5. Innovation & AI-Driven QA

Use AI tools for QA scoring, sentiment analysis, and diagnostics under Manager guidance. Maintain digital QA dashboards to provide real-time visibility into advisor performance. Contribute to a culture of continuous AI learning and experimentation.

Key Success Metrics

Consistent QA audit coverage across all customer-facing channels. Reduction in service inconsistencies and compliance breaches. Improvement in frontline advisor scores and training outcomes linked to QA insights. Positive impact on NPS, CSAT, and Google review ratings attributable to QA interventions. Effective integration of QA insights into systemic improvements across CX, Complaints, and Training functions. Demonstrated ROI of QA initiatives in terms of customer retention, resolution speed, and revenue impact.

Skills & Competencies

Strong knowledge of QA frameworks, regulatory compliance, and customer service standards. Analytical mindset with the ability to translate QA data into actionable insights. Effective communication, coaching, and stakeholder management skills. Proficiency in QA tools, dashboards, and AI-driven analytics. Customer-centric mindset with focus on continuous improvement.

Qualifications & Experience

Bachelor's degree in business, Quality Management, or related field (master's preferred). 7-10 years of experience in Quality Assurance, CX, or Governance within banking, insurance, or financial services. Proven track record in designing QA frameworks, conducting audits, and driving systemic improvements. * Experience leading QA teams and collaborating cross-functionally