Quality Call Consultant.

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 Budget

• Not applicable Number of Staff
• Capital Exp. Budget
• Not applicable Other

Key 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 CCU

Problem 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.

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.