Job title: Customer Feedback and Quality Assurance Specialist – Banking Dubai, UAE
Company: DiceTek UAE
Job description: Customer Feedback and Quality Assurance Specialist – Banking
Dubai, UAEDicetek is hiring a Customer Feedback and Quality Assurance Specialist to support customer satisfaction (CSAT, NPS, CES) programs and quality monitoring across service channels. The role will focus on gathering actionable feedback, ensuring service compliance, and enhancing customer experience standards.Job Location: Dubai, UAE
Industry: Banking
Function: Quality Assurance / Control
Salary: 9000-11000 AED monthly (Market estimated)
Job Type: Full-timeJob OverviewYou will be responsible for executing voice-based surveys, analyzing customer satisfaction trends, and conducting quality assurance checks across inbound and outbound interactions. This role requires strong communication, Excel proficiency, and the ability to work across customer service and business units.Key Responsibilities
- Conduct customer satisfaction surveys via phone (CSAT, NPS, CES) and manage customer feedback documentation
- Assign survey call volumes and monitor daily completions, ensuring accurate tracking and escalation closure
- Clean, analyze, and present survey data using Excel, highlighting satisfaction trends and service gaps
- Raise complaints in the internal complaints management system and ensure 360° closure
- Conduct QA reviews of calls, emails, and other channels to ensure compliance with defined standards
- Maintain evaluation logs, support team coaching with quality findings, and propose service improvements
- Collaborate with CX teams to refine QA scorecards, survey scripts, and feedback frameworks
- Ensure compliance with audit and regulatory requirements related to customer feedback and data privacy
- Support process improvement and automation efforts in survey execution and QA tracking
Job RequirementsEducation and Experience
- Bachelor’s degree in Business Administration, Marketing, Quality, or a related field
- 2-3 years of experience in customer insights, voice-based survey management, or quality monitoring
- Previous experience in banking, financial services, or contact center operations preferred
Skills
- Strong MS Excel skills (pivot tables, formulas, graphs)
- Familiarity with customer survey tools and QA evaluation platforms
- Basic exposure to Power BI or data visualization tools is a plus
- Excellent spoken and written communication skills (Arabic is a plus)
- Knowledge of CX metrics such as CSAT, NPS, CES
- Basic understanding of banking systems such as Finacle is desirable
What We Offer
- Competitive compensation with performance-linked growth
- Dynamic environment focused on CX innovation in financial services
- Opportunity to influence service quality and customer engagement metrics
- Access to learning tools and process automation initiatives
About the CompanyDicetek is a global IT solutions and consulting firm based in Dubai, specializing in digital banking transformation, customer experience, and enterprise services. Our client portfolio includes top-tier banks and financial institutions across the GCC. We help businesses harness technology to deliver secure, efficient, and customer-centric services.Job Title Customer Feedback and Quality Assurance Specialist – Banking Dubai, UAE
Job Description Customer Feedback and Quality Assurance Specialist – Banking
Dubai, UAEDicetek is hiring a Customer Feedback and Quality Assurance Specialist to support customer satisfaction (CSAT, NPS, CES) programs and quality monitoring across service channels. The role will focus on gathering actionable feedback, ensuring service compliance, and enhancing customer experience standards.Job Location: Dubai, UAE
Industry: Banking
Function: Quality Assurance / Control
Salary: 9000-11000 AED monthly (Market estimated)
Job Type: Full-timeJob OverviewYou will be responsible for executing voice-based surveys, analyzing customer satisfaction trends, and conducting quality assurance checks across inbound and outbound interactions. This role requires strong communication, Excel proficiency, and the ability to work across customer service and business units.Key Responsibilities
- Conduct customer satisfaction surveys via phone (CSAT, NPS, CES) and manage customer feedback documentation
- Assign survey call volumes and monitor daily completions, ensuring accurate tracking and escalation closure
- Clean, analyze, and present survey data using Excel, highlighting satisfaction trends and service gaps
- Raise complaints in the internal complaints management system and ensure 360° closure
- Conduct QA reviews of calls, emails, and other channels to ensure compliance with defined standards
- Maintain evaluation logs, support team coaching with quality findings, and propose service improvements
- Collaborate with CX teams to refine QA scorecards, survey scripts, and feedback frameworks
- Ensure compliance with audit and regulatory requirements related to customer feedback and data privacy
- Support process improvement and automation efforts in survey execution and QA tracking
Job RequirementsEducation and Experience
- Bachelor’s degree in Business Administration, Marketing, Quality, or a related field
- 2-3 years of experience in customer insights, voice-based survey management, or quality monitoring
- Previous experience in banking, financial services, or contact center operations preferred
Skills
- Strong MS Excel skills (pivot tables, formulas, graphs)
- Familiarity with customer survey tools and QA evaluation platforms
- Basic exposure to Power BI or data visualization tools is a plus
- Excellent spoken and written communication skills (Arabic is a plus)
- Knowledge of CX metrics such as CSAT, NPS, CES
- Basic understanding of banking systems such as Finacle is desirable
What We Offer
- Competitive compensation with performance-linked growth
- Dynamic environment focused on CX innovation in financial services
- Opportunity to influence service quality and customer engagement metrics
- Access to learning tools and process automation initiatives
About the CompanyDicetek is a global IT solutions and consulting firm based in Dubai, specializing in digital banking transformation, customer experience, and enterprise services. Our client portfolio includes top-tier banks and financial institutions across the GCC. We help businesses harness technology to deliver secure, efficient, and customer-centric services.
Post DetailsJob Start Date
Salary from 9000.00
Salary to 11000.00
Number of Vacancies 1
Location –Location City DubaiDesired Candidate’s Profile
Gender No Preference
Nationality
Candidate Current Location
Expected salary: 9000 – 11000 per month
Location: Dubai
Job date: Wed, 21 May 2025 22:11:13 GMT
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