Service Quality Manager UAE National

Job Summary

We are looking for a Service Quality Specialist to support and uplift service delivery across voice and virtual channels within the Client Care Centre. In this role, you will monitor interactions, assess quality against defined standards, and provide clear feedback that directly improves performance. You will partner closely with operations, training, and quality teams to reduce errors, identify root causes, and help create a consistent and customer-centric experience across every touchpoint.

Key Responsibilities

• Monitor calls and service interactions to assess quality, compliance, and customer experience
• Provide clear and constructive feedback to drive measurable performance improvement
• Partner with training and operations teams to strengthen key business KPIs
• Identify quality gaps, process issues, and behaviour trends and support improvement initiatives
• Facilitate calibration sessions across quality, training, and operations to ensure scoring alignment
• Conduct mystery calls to assess service standards, product knowledge, and consistency
• Analyse complaints, repeat contacts, and escalations to identify root causes and improvement actions
• Contribute to achieving key service metrics such as First Contact Resolution, CSAT, and turnaround times
  
  

Skills And Experience

• Experience in quality assurance, service quality, or call monitoring roles, ideally within a contact centre
• Prior contact centre experience preferred
• Understanding of inbound service delivery and customer experience principles is an advantage
• Strong analytical skills with the ability to interpret data, identify trends, and recommend actions
• Proficient in MS word and Excel
• Excellent communication skills with confidence delivering feedback across all levels
• Strong attention to detail with a focus on compliance and process adherence
• Ability to work collaboratively and influence stakeholders across multiple teams
• Good listening and communications skills in Arabic
  
  

Qualifications

Graduate degree or equivalent professional experience

About Standard Chartered

Were an international bank, nimble enough to act, big enough for impact. For more than 170 years, weve worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If youre looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we cant wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, youll see how we value difference and advocate inclusion.

Together We

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term
  
  

What We Offer

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
• Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible working options based around home and office locations, with flexible working patterns.
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.

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