Quality Assurance Specialist

Role Purpose

This role is responsible for supporting the monitoring and implementation of quality standards, key performance indicators, and service level agreements to ensure service delivery meets defined benchmarks. The specialist conducts quality reviews, analyzes operational processes, and handles customer feedback to drive continuous improvements. Collaboration across departments is essential to resolve quality issues, reinforce compliance, and ensure consistent documentation and reporting of quality assurance activities.

Key Responsibilities

• Monitor and evaluate quality standards, KPIs, and service level agreements to ensure compliance with reference standards.
• Assist in deploying processes to oversee and enhance service levels.
• Track performance metrics and prepare reports to identify areas needing improvement.
• Analyze operational workflows to detect inefficiencies and propose solutions to boost quality and efficiency.
• Identify quality risks and support the execution of mitigation strategies.
• Monitor and verify corrective actions to close gaps and ensure adherence to quality standards and regulatory requirements.
• Assist in managing and resolving customer complaints in line with the regulations of the General Pension and Social Security Authority.
• Implement quality improvement initiatives based on client feedback.
• Observe customer satisfaction metrics and recommend enhancements accordingly.
• Carry out quality audits ensuring compliance with pension laws and operational standards.
• Develop detailed reports on audit findings with recommendations for improvements.
• Support validation of quality control procedures for consistency across departments.
• Document and maintain quality assurance procedures and processes.
• Coordinate with different departments to facilitate execution of quality enhancements.
• Prepare and present reports on quality performance highlighting successes and improvement areas.
• Analyze operational data to identify trends and opportunities to improve service delivery.
• Set performance goals annually in consultation with direct supervisor and ensure their achievement.
• Identify training and self-development needs and arrange attendance for required training in agreement with direct manager.
• Strive to attain highest skill levels in all required competencies and job-related abilities.
• Continuously update professional knowledge on latest techniques and current issues through ongoing education and professional growth.

Qualification and Experience

• Bachelor’s degree in Business Administration or a related discipline.
• Minimum of 5 years of experience in quality assurance or a similar field.
• Applicant must be a citizen of the United Arab Emirates.