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