Call Center Agent Quality

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. Core Responsibilities: • Assist in implementing Contact Center quality assurance framework, including call monitoring methodologies, scoring criteria, and improvement action plans. • Assist customers by responding to inbound calls, inquiries, requests, and complaints in a courteous, efficient, and professional manner. • Collect accurate customer information and complete relevant documentation to process service requests and resolve queries. • Seek opportunities to cross-sell bank products and services to customers during interactions based on identified needs. • Support the achievement of assigned call center KPIs including call quality scores, service levels, and customer satisfaction targets. • Inform customers clearly of available products, services, and relevant bank policies and procedures. • Gather and document customer feedback, complaints, and escalation details accurately in the call center system. • Help identify and escalate unresolved customer complaints or system issues to the Call Center Supervisor promptly. • Coordinate with relevant internal departments to follow up on customer requests that require cross-functional resolution. • Adhere to all applicable bank policies, compliance standards, and SAMA regulatory requirements at all times. Qualifications & Experience: • Bachelor's in Business Administration, Banking, or a relevant major. • A relevant Professional Certificate is preferred. • No experience is needed with Bachelor's degree or around 1 year of experience with Diploma's degree. • Prior experience in call center operations, customer service, or banking customer support or a relevant field is preferred. Key Skills: • Customer-Centric Approach • Customer Complaint Resolution • Regulatory Compliance and Risk Awareness • Product Knowledge Please mention the word **SUFFICE** and tag RMmEwNjo5OGMwOjM2MDA6OjEwMw== when applying to show you read the job post completely (#RMmEwNjo5OGMwOjM2MDA6OjEwMw==). This is a beta feature to avoid spam applicants. Companies can search these words to find applicants that read this and see they're human.