Call Center Agent - Quality (Remote)📣 Job Ad

About the Role

Aljazira Bank is seeking a motivated and customer-focused Call Center Agent - Quality to join our team. This is a full-time, remote position, offering an opportunity to contribute to the bank's strategic objectives while working from home. The role is designed for individuals with a strong understanding of customer service principles and a commitment to upholding quality standards within a contact center environment. As a Call Center Agent - Quality, you will play a crucial role in ensuring customer satisfaction and supporting the department's strategic plans. You will be instrumental in assisting customers, resolving inquiries, and contributing to the overall efficiency and effectiveness of our contact center operations. This position is ideal for individuals looking to start their career in the banking sector with 0-1 year of experience.

Key Responsibilities

• Assist in the implementation of the Contact Center quality assurance framework, including call monitoring methodologies, scoring criteria, and the development of improvement action plans.
• Respond to inbound calls, inquiries, requests, and complaints from customers in a courteous, efficient, and professional manner.
• Collect accurate customer information and complete relevant documentation to process service requests and resolve queries effectively.
• Identify opportunities to cross-sell bank products and services to customers during interactions by understanding and addressing their identified needs.
• Support the achievement of assigned call center Key Performance Indicators (KPIs), including call quality scores, service levels, and customer satisfaction targets.
• Clearly inform customers about available products, services, and relevant bank policies and procedures.
• Gather and accurately document customer feedback, complaints, and escalation details within the call center system.
• Promptly identify and escalate unresolved customer complaints or system issues to the Call Center Supervisor.
• Coordinate with relevant internal departments to follow up on customer requests that require cross-functional resolution.
• Adhere strictly to all applicable bank policies, compliance standards, and SAMA regulatory requirements at all times.
• Ensure understanding of the bank's strategic objectives and support the achievement of the department's strategy and related strategic plans.

Qualifications and Requirements

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

Required Skills

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

Work Environment

This is a full-time, remote position. The work arrangement means employees perform their job duties from home. The role is based in Riyadh, Saudi Arabia.