Rehab & Retention Quality Officer

Role : Rehab & Retention Quality Officer
Location: Abu Dhabi
Role Purpose:

To ensure the highest standards of quality, compliance, and customer experience within the Rehab & Retention function through effective quality monitoring, coaching, complaint validation, operational support, and performance analysis. The role is responsible for identifying improvement opportunities, supporting specialist development, reducing operational risks, and contributing to customer retention objectives while ensuring adherence to ADIB policies and procedures.
Key Accountabilities of the role:

1. Quality Samples: preform periodic quality samples as following and prepare reports of the results: 
   1. Check issuance approval and reasons of attrited cases on daily basis and update the attrition Main & sub reason sheet– sample 100% of Attrited cases & pretend 20% calls listening to match reason with issuance e-mail of cases with outstanding AED 500K.
   2. Call Back activity: 2% Random Samples (minimum if 20 call backs to 20 different customers) of all requested LCs cases (exclude: Unreachable, PDC, Collection, & ETM Customers) of all type of customers segments for the previous month and  2% Random Samples of all requested NLC cases (exclude: Settlement from other banks, Non-STL Customers, Deceased Customer)of all type of customers segments for the previous month and 2% Random Samples (minimum if 20 call backs to 20 different customers) of all requested Reschedule cases (exclude: Unreachable, & Collection Customers) of all type of customers segments for the previous month.
   3. 100% of the calls for the retained cases over the phone on monthly basis.
   4. Case to case basis on Rehab & Retention management requests to be verified.
2. Quality Monitoring: Listen to specialists’ sample calls done in the previous months and score those calls based on agreed Criteria. Sampling 4 calls each week for every Specialists, which is around 7% from the total calls per Specialist per week.
3. Quality Coaching:  Coach & support Rehab & Retention team in order to deliver continual performance improvement and development of skills & knowledge.
4. Quality Scores and MIS: Create, maintain, and update MIS of quality scores for each Specialist on common errors, complaints, pending cases and trend.
5. Quality Training: Perform a monthly training with all Specialists & Team leaders to highlight important points found during call monitoring, provide new updated calling skills, & provide samples of ideal calls. Provide newcomers (Specialists) with training to discuss and explain calling scripts details to achieve the calling rate that meets ADIB goals.
6. Complaint Validation: To preform complaints validation, check on daily, weekly, or monthly basis against Rehab & retention team.  Maintain records of activity and required feedback. Escalate valid complaints to Retention management with recommendation of action required to avoid such complaints.
7. Daily Tasks: 
8. Proceed NLCs which related to Non-STL Customers & settlement from other banks through certificate Automation or CRMRetail, if the case assign in CRMRetail to another Operation or Retention Specialist to send the e-mails to them and follow up until completion.
9. Handling NLC by which are not distribute to Retention Specialists and not a Settlement from other banks or related to Non-STL Customer by sending e-mails to collection, branches, BBD, ESBU NPL Team…etc and update the master sheet / tracker with those cases. Send a reminder in case no respond received and make sure to issue/Cancel those cases before completing 7 working days.
10. Send e-mail to Rehab & Retention team leaders of the cases still pending on the same 7th working day in Certificate Automation System or CRMRetail.

Specialist Skills / Technical Knowledge Required for this role:

1. Experience in quality evaluation within customer service.
2. Comprehensive knowledge of the Rehab & Retention policy & procedures, & ADIB Products.
3. Experience within a financial services environment. 
4. Good communication skills & Strong Computer Skills
5. Strong command of Arabic & English language