Call Center Agent - Quality (Remote)

ajb Remote Working Arrangement:

• Remote work refers to a work arrangement where employees perform their job duties from home.

Strategic Competencies

• :Ensure understanding of the strategic objective for the Bank and support in achieving the department's strategy and related strategic plans

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Core Responsibilitie

• s:Assist in implementing Contact Center quality assurance framework, including call monitoring methodologies, scoring criteria, and improvement action plan
• s.Assist customers by responding to inbound calls, inquiries, requests, and complaints in a courteous, efficient, and professional manne
• r.Collect accurate customer information and complete relevant documentation to process service requests and resolve querie
• s.Seek opportunities to cross-sell bank products and services to customers during interactions based on identified need
• s.Support the achievement of assigned call center KPIs including call quality scores, service levels, and customer satisfaction target
• s.Inform customers clearly of available products, services, and relevant bank policies and procedure
• s.Gather and document customer feedback, complaints, and escalation details accurately in the call center syste
• m.Help identify and escalate unresolved customer complaints or system issues to the Call Center Supervisor promptl
• y.Coordinate with relevant internal departments to follow up on customer requests that require cross-functional resolutio
• n.Adhere to all applicable bank policies, compliance standards, and SAMA regulatory requirements at all time

s.
Qualifications & Experien

• ce:Bachelor's in Business Administration, Banking, or a relevant maj
• or.A relevant Professional Certificate is preferr
• ed.No experience is needed with Bachelor's degree or around 1 year of experience with Diploma's degr
• ee.Prior experience in call center operations, customer service, or banking customer support or a relevant field is preferr

ed.
Key Ski

• lls:Customer-Centric Appr
• oachCustomer Complaint Resolu
• tionRegulatory Compliance and Risk Aware
• nessProduct Knowl