Job Title: Quality Assurance Officer

Location: Dubai, UAE

Position Overview

The Quality Assurance Officer will be responsible for monitoring, evaluating, and enhancing the quality of complaints handling processes to ensure compliance with internal policies, regulatory standards, and service excellence benchmarks. The role involves conducting quality audits, analyzing complaint resolution accuracy, providing structured feedback, and driving continuous improvement initiatives.

In addition, the role requires strong analytical capability to manage MIS reporting, streamline data processes, and present meaningful insights to management for informed decision-making.

Key Responsibilities

A. Complaints Handling Quality Assurance

• Conduct regular quality audits on complaints casework, correspondence, and overall complaint handling processes.
• Evaluate adherence to company policies, Standard Operatin...