Pega CDH Quality Analyst (Decisioning)

About GSS Tech Group

GSS Tech Group is an IT staffing and managed workforce company based at Dubai Internet City. We deliver specialist technology talent to leading banks, fintechs and telecom enterprises across the UAE, and we support some of the region’s largest digital banking programmes.

About the Role

We are hiring a Pega CDH Quality Analyst for a leading UAE bank. You will join the bank’s customer decisioning team and own the quality, accuracy and consistency of Next Best Action decisions delivered through Pega Customer Decision Hub.

Your job is to make sure every customer receives the right action, through the right channel, at the right time, for the right reason. You will analyse decision strategies, investigate decisioning data with SQL, build the quality framework around CDH, and work with business, data and CDH teams to close gaps between business intent and live customer outcomes.

This role is predominantly Pega CDH. It is not a general Pega BPM, case management or manual testing position.

Key Responsibilities

Decision Strategy Analysis

• Perform detailed analysis of Pega CDH decision strategies, covering eligibility, applicability and suitability rules, engagement policies, contact policies, arbitration and prioritisation logic
• Review strategy logic against business requirements and confirm that intended customer outcomes are delivered
• Assess how propensity, context weighting, business value and levers affect action ranking, and flag unintended prioritisation results
• Review action and treatment configuration, proposition hierarchies (business issues and groups) and channel mapping for accuracy and completeness

Quality Analytics and Data Investigation

• Drive quality analytics for Next Best Action decisioning, propositions and customer treatments, focusing on accuracy, consistency and coverage
• Write and run SQL queries against customer, contextual and Interaction History data to identify decisioning anomalies, data inconsistencies and quality gaps
• Investigate cases where customers receive incorrect, missing or unexpected actions and trace each issue to its root cause across data, strategy and configuration layers
• Monitor decisioning outcomes over time and report trends, outliers and risks to stakeholders

Quality Framework and Governance

• Establish and maintain a quality assurance framework for Pega CDH, covering decision strategies, NBA outcomes, customer treatments, channel interactions and decision flow integrity
• Define quality metrics and KPIs for decisioning accuracy, consistency and defect leakage, and report on them regularly
• Build reusable test scenarios, test data sets and regression packs for decisioning changes
• Support change governance by validating strategy and configuration changes before release through Revision Management and 1:1 Operations Manager processes

Testing and Validation

• Validate decisioning behaviour using Test Strategy, Test Proposition, Customer Profile Viewer, simulation and scenario testing tools
• Plan and execute functional, regression, integration and UAT testing for CDH changes across inbound and outbound channels
• Log, triage and track decisioning defects through to resolution, working closely with CDH developers and architects
• Verify consistency of decisions across web, mobile, contact centre, branch, email and other channels

Stakeholder Collaboration

• Partner with Pega CDH, business, marketing and data teams to assess end to end decisioning quality
• Make sure business requirements are translated accurately into strategy logic and that omnichannel customer decisions stay consistent
• Explain complex decisioning behaviour clearly to non technical stakeholders and recommend improvements
• Contribute to sprint planning, backlog refinement and release readiness discussions in an Agile delivery model

Required Skills and Experience

• 5+ years of IT experience, with at least 3 years of hands on Pega CDH work in a live implementation
• Strong working knowledge of engagement policies, arbitration, prioritisation, propositions, actions and treatments
• Solid understanding of eligibility, applicability and suitability logic and how it shapes customer outcomes
• Strong SQL skills for data validation, investigation and anomaly analysis
• Proven experience testing, validating or debugging decision strategies in UAT or production
• Experience with Interaction History, data flows and data sets in a CDH environment
• Strong analytical thinking and attention to detail
• Clear written and verbal communication in English

Preferred Skills

• Certified Pega Decisioning Consultant (CPDC / PCDC)
• Experience in banking or financial services CDH programmes
• Hands on exposure to NBA Designer, 1:1 Operations Manager and Revision Management
• Familiarity with Adaptive Decision Manager, Prediction Studio and predictive or adaptive models
• Experience on Pega CDH 8.7 or later, including Pega ‘23 or ‘24
• Exposure to reporting or visualisation tools such as Power BI or Tableau
• Python or other scripting for data analysis
• Experience working with customer data platforms or marketing technology stacks

Technical Environment

Pega Customer Decision Hub, NBA Designer, 1:1 Operations Manager, Prediction Studio, Adaptive Decision Manager, Interaction History, Customer Profile Viewer, SQL (Oracle / PostgreSQL), JIRA, Confluence, Agile delivery

Who You Are

• You enjoy finding out why a decision went wrong, not just reporting that it did
• You are comfortable moving between strategy logic, data and business conversations
• You take ownership of quality and push for clarity when requirements are vague
• You work well with developers, analysts and business teams under release timelines

What We Offer

• The opportunity to work on a high profile customer decisioning programme at a leading UAE bank
• Exposure to large scale, real time omnichannel decisioning
• Competitive compensation aligned with experience

Important

Profiles with only Pega case management, BPM, CLM or KYC experience, without hands on CDH decisioning work, will not be considered. Please make sure your CV clearly describes your CDH projects and responsibilities.