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 BudgetNot applicable Number of StaffCapital Exp. BudgetNot applicable OtherKey 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 CCUProblem 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.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.