Call Center Agent Quality

<p><strong>ajb Remote Working Arrangement:</strong></p><ul><li>Remote work refers to a work arrangement where employees perform their job duties from home.</li></ul><p><br></p><p><strong>Strategic Competencies:</strong></p><ul><li>Ensure understanding of the strategic objective for the Bank and support in achieving the department's strategy and related strategic plans.</li></ul><p><br></p><p><strong>Core Responsibilities:</strong></p><ul><li>Assist in implementing Contact Center quality assurance framework, including call monitoring methodologies, scoring criteria, and improvement action plans.</li><li>Assist customers by responding to inbound calls, inquiries, requests, and complaints in a courteous, efficient, and professional manner.</li><li>Collect accurate customer information and complete relevant documentation to process service requests and resolve queries.</li><li>Seek opportunities to cross-sell bank products and services to customers during interactions based on identified needs.</li><li>Support the achievement of assigned call center KPIs including call quality scores, service levels, and customer satisfaction targets.</li><li>Inform customers clearly of available products, services, and relevant bank policies and procedures.</li><li>Gather and document customer feedback, complaints, and escalation details accurately in the call center system.</li><li>Help identify and escalate unresolved customer complaints or system issues to the Call Center Supervisor promptly.</li><li>Coordinate with relevant internal departments to follow up on customer requests that require cross-functional resolution.</li><li>Adhere to all applicable bank policies, compliance standards, and SAMA regulatory requirements at all times.</li></ul><p><br></p><p><strong>Qualifications &amp; Experience:</strong></p><ul><li>Bachelor's in Business Administration, Banking, or a relevant major.</li><li>A relevant Professional Certificate is preferred.</li><li>No experience is needed with Bachelor's degree or around 1 year of experience with Diploma's degree.</li><li>Prior experience in call center operations, customer service, or banking customer support or a relevant field is preferred.</li></ul><p><br></p><p><strong>Key Skills:</strong></p><ul><li>Customer-Centric Approach</li><li>Customer Complaint Resolution</li><li>Regulatory Compliance and Risk Awareness</li><li>Product Knowledge</li></ul><p></p><br/><br/>Please mention the word **SUFFICE** and tag RMmEwMTo0Zjk6NmE6MTY2YTo6Mg== when applying to show you read the job post completely (#RMmEwMTo0Zjk6NmE6MTY2YTo6Mg==). 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.