Conduct outbound quality assurance calls to customers following credit card applications
Confirm customer consent and validate authenticity of applications
Verify that key product features, fees, and terms have been clearly communicated
Identify and record instances of mis-selling, misinformation, or non-compliance
Review recorded sales calls across DOM channel (where available)
Assess adherence to approved scripts, product positioning, and communication standards
Ensure all activities are aligned with internal policies and UAE regulatory requirements
Escalate identified risks in a timely manner
Complete QA scorecards accurately and consistently as per guidelines
Maintain proper documentation of QA outcomes (pass/fail, observations, escalations)
Support reporting by highlighting recurring issues and trends
Provide feedback to the Quality Assurance Manager/ Channel Manager on common gaps and risks
Support improvements to QA processes, scripts, and frameworks
Contribute to enhancing overall sales quality and customer experience
Job Skills/Competencies Required
To be successful in the role, you should meet the following requirements:
1–3 years of relevant experience in banking, call center, tele sales, or quality assurance
Basic knowledge of retail banking products, particularly credit cards, is advantageous
Strong communication and customer interaction skills
Good listening ability and attention to detail
Ability to follow structured processes and guidelines
Basic analytical skills with ability to identify inconsistencies
Time management and ability to meet deadlines
A graduation degree is essential for obtaining a UAE visa and/or work permit. If your university certificate is from outside the UAE, up-to-date attestations and equivalency are also mandatory (Recognition of Higher Education Qualifications Issued Outside The UAE)
