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 ApproachCustomer Complaint ResolutionRegulatory Compliance and Risk AwarenessProduct Knowledge

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