NeoStats - QA Manager & Process Associate - Customer Experience

About Us:

NeoStats is new age, Data & Analytics firm offering contemporary solutions and infinite possibilities. Our mission is to create lasting competitive advantage for our clients by transforming them to world-class, data driven organizations. Established in 2022 to provide End-to-End Data Governance, Management & Advanced Analytics Services, we are headquartered out of UAE, with bases in India & UK. Comprising of industry veterans, we enable structural transformations in Analytics powered by our expertise, true partnership and e2e implementation approach.

For details refer to: https://theneostats.com/

Role: Customer Experience QA Specialist

We are looking a Complaints Quality Auditor for a Banking client in UAE. You will be focused on driving excellent customer services by reviewing the process, technology, and people skill in the complaints teams by completing high quality audits in line with industry best practice. You will complete audits to an agreed timescale and deliver actionable recommendations including data analysis and insights to the client for improving the customer complaints handling process, as well improve the client's products and services.

You will bring a keen eye for detail matched with the ability to master new requirements quickly. You need to be self-motivated and have a good standard of written and spoken communication is essential. You will also collaborate with various stakeholders, such as business leads, process owners, CX and data teams, to ensure alignment and adoption of recommendations.

Responsibility:

- Responsible for driving improvement in the complaints process, system and team

- Responsible for evidence of auditing and coaching documentation

- Proactively identify improvement opportunities in handling complaints

- Work closely with the management team to enhance quality results

- Drive operational excellence and continuous improvement in the customer journey

- Supports roll out of change and the quality risks associated to change

- Maintenance of current best practice knowledge in Customer experience in Banking Industry

Required skills and Qualifications:

- 10+ years of work experience in a Quality role

- Deep knowledge of quality assurance process and tools

- Excellent analytical, problem-solving, and decision-making skills

- Proficiency in best practices for testing, version control, and defect management

- Professional certification, such as Six Sigma, CQE, or CQA

- Knowledge of ISO 10002

Preferred Qualifications:

- MBA from Tier 1 college

- Understanding of agile/scrum methodology and how QA functions within it

- Experience with CX team in Banks / Financial Institutions

- Fluency in Arabic is a big plus

If you are interested in this opportunity, please apply with your resume and cover letter. We look forward to hearing from you.

Location:

- Saudi Arabia / United Arab Emirates (For UAE residents)

- Bangalore, India (For Indian residents)

What we offer:

- Competitive Salary and Benefits

- Opportunity to be part of a fast paced and growing startup. Grow your career with the company.

- Ownership - You will own your initiative and be given specific responsibilities.

- Continuous coaching & mentoring - You will have the opportunity to interact and work closely with other senior data scientists and AI experts across the globe.

- Dynamic and respectful work environment - we truly value you.