Job Description

Call Center-UAT Tester

Work Location : Dubai

Key Responsibility - 

• Attending customer's interactions and efficiently gather related information to fulfill customer needs.
• Ability to handle all types of interactions including voice, chat, email and Social Media.
• Maintain a high level of knowledge about the banks products, services & systems
• Adhere to all bank policies and procedures corporate security policies, regulatory guidelines, industry service standards and codes of conduct
• Maintain effective relationship with superiors/colleagues
• Writing detailed test plans, test cases, and bug reports based on input from the project manager or product manager
• Ensuring that all requirements are met by testing all aspects of the application, including functionality and usability
• Reviewing scenario flow to identify potential issues related to security, performance, and usability
• Interacting with IT/Stakeholders to provide feedback about bugs and suggest improvements.
• Participating in team meetings to discuss project status and any issues that may arise
• Reviewing test results with the development team to identify problems and determine solutions
• Execute UAT test scenarios with 100% accuracy while documenting related proofs and sharing reports.
• All the above accountabilities include but not limited to any additional/new tasks or responsibilities assigned by the line Manager.

Job Complexity – 

• Ability to communicate clearly and professionally, both verbally and in writing in both languages Ar/En
• Ability to Identifying issues/gaps and proposing solutions and enhancement ideas. 
• Ability to understand and deal with Contact Center systems & Terminologies.

Key Relationship –

• Internal: Call Center Agents, Call Center Team Leader & Assistant Manager – Support
• External: Existing Customers, Prospected Customers

Education	

• Minimum Graduate or bachelor's degree holder
• Work Experience
• Minimum 1-2 years of experience in call center operations & UAT

Candidates should preferably have the following:

• Call Center work experience.
• To be familiar with Call Center systems and terminologies.
• To be fluent in both Arabic & English.
• To have previous Call Center UAT experience.

Technical Competencies	

• Regulatory and Compliance Knowledge 
• Bank Systems Knowledge Banking Products, Services and Operations Knowledge 
• Telephone Etiquette 
• System Knowledge 
• Customer Segmentation and Understanding 
• Call Center Policies and Procedures

Behavioral Competencies

• Maintain Transparency & Communicate to Share 
• Act with Ownership 
• Share Knowledge & Work as One 
• Engage the Customer 
• Empower to Decide