Quality Call Consultant.

Job PurposeTo 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.DimensionsOperating BudgetNot applicableNumber of StaffCapital Exp. BudgetNot applicableOtherKey Result AreasTo 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 RelationshipsOperates 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 SolvingMostly 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 & ResponsibilityKnowledge, Skills And ExperienceUniversity 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.The leading financial institution in MENAWhile more than half a century old, we proudly think like a challenger, startup, and innovatorin banking and finance, powered by a diverse and dynamic team who put customers first.Together, we pioneer key innovations and developments in banking and financial services.Our mandate? To help customers find their way to Rise Every Day, partnering with them throughthe highs and lows to help them reach their goals and unlock their unique vision of success.Delivering superior service to clients by leading with innovation, treating colleagues with dignity and fairness while pursuing opportunities that grow shareholders value.We actively contribute to the community through responsible banking in our mission to inspire more people to Rise.