| Job Purpose |
- 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.
|
| 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.
|
| 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
|
| 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.
|
|
|
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.
|