| Job Purpose |
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| Dimensions |
Operating Budget | Not applicable | Number of Staff | |
Capital Exp. Budget | Not applicable | Other | |
| Key Result Areas |
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.
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| Operating Environment, Framework and Boundaries, Working Relationships |
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
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| Problem Solving |
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.
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Decision Making Authority & Responsibility |
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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.
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