Quality Call Consultant.

• To ensure that customer experience with Contact Center or complaints team is of a superior nature by continuously monitoring calls and providing feedback to frontline liners in order to enhance service quality.

Operating Budget

Number of Staff

Capital Exp. Budget

Other

• To monitor calls and evaluate performance of staff with regard to the quality of their service and sales techniques.

• To conduct mystery shopping to customers & staff to measure their overall satisfaction with the call experience.

• To assist in evaluating overall quality of calls for the center and make necessary recommendations to raise the standard.

• Provide feedback and suggestions on improving service scripts to achieve quality requirements.

• To track that service promises made are fulfilled from end to end & check gaps in processes/ fulfillments/execution.

• To assist in the capture and report of customer feedback towards continual product development and make recommendations for product / process improvements based on customer experience and feedback.

• Think creatively and challenge existing procedures to facilitate ongoing change based on customer feedback.

• To work closely with QCC, team leaders and Unit Manager to make recommendations for training and dispel any ambiguity.

• Operates in a Contact Center /CCU environment interfaces with Call taking staff.

• Works closely with QCC, TLs and Service Management team.

• Operates within standard rules and guidelines set by the bank and additional ones set by and unique to Contact Center and CCU

• Mostly related to call handling techniques and customer satisfaction.

• Identifying the loopholes or weaknesses prevents us from consistently delivering a superior service experience and suggesting ways of overcoming these.

• Includes root-cause analysis.

• Also overcoming challenges of accurate performance measurement.

Decision Making Authority & Responsibility

Knowledge, Skills and Experience

• University Graduate (preferably with some finance / banking or math’s component).

• Excellent communication skills preferably Arabic / English speaking.

• Min 2 years’ experience in a service environment (at least 2 years’ experience in a call center), previous work in a role of Quality Assurance or Service Quality is an added advantage.

• Proven excellent listening skills.

• Analytical and conscious to detail.

• Computer literate.

• Positive attitude.

• Full knowledge of banks products, process and system information.