Call Center Agent Quality

About the Role

This is a remote position focused on providing exceptional customer service within a banking environment. You will be an integral part of the Contact Center team, ensuring customer needs are met efficiently and professionally.

Strategic Competencies

• Understand the Bank's strategic objectives and contribute to the department's strategic plans.

Core Responsibilities

• Assist in implementing the Contact Center's quality assurance framework, including call monitoring, scoring, and improvement plans.
• Respond to inbound calls, inquiries, requests, and complaints courteously and efficiently.
• Collect accurate customer information and complete documentation for service requests and query resolution.
• Identify opportunities to cross-sell bank products and services based on customer needs.
• Support the achievement of key performance indicators (KPIs) such as call quality, service levels, and customer satisfaction.
• Clearly communicate available products, services, and relevant bank policies.
• Accurately document customer feedback, complaints, and escalations in the call center system.
• Promptly identify and escalate unresolved issues or system problems to the Call Center Supervisor.
• Coordinate with internal departments to resolve customer requests requiring cross-functional input.
• Adhere strictly to bank policies, compliance standards, and SAMA regulatory requirements.

Qualifications & Experience

• Bachelor's degree in Business Administration, Banking, or a related field.
• A relevant Professional Certificate is preferred.
• No experience required with a Bachelor's degree; approximately 1 year of experience is needed with a Diploma.
• Prior experience in call center operations, customer service, or banking customer support is preferred.

Key Skills

• Customer-Centric Approach
• Customer Complaint Resolution
• Regulatory Compliance and Risk Awareness
• Product Knowledge

Application Instructions

Please mention the word SUFFICE and tag RNDAuMTE2LjEwOS4xMzA= when applying to show you read the job post completely (#RNDAuMTE2LjEwOS4xMzA=).