About the Role
Bank Aljazira is seeking a motivated and customer-centric professional to join our dynamic team as a Call Center Agent Quality. This remote role is designed for individuals who are passionate about delivering excellence in banking services while maintaining the highest standards of communication and regulatory compliance from the comfort of their home office. You will play a vital role in bridging the gap between customer satisfaction and operational efficiency, ensuring every interaction reflects the strategic objectives and professional values of Bank Aljazira.
Key ResponsibilitiesAs a Call Center Agent Quality, you will be responsible for a wide range of tasks focused on service excellence and quality monitoring. Your primary focus will be to ensure that every customer interaction meets our internal quality frameworks and regulatory standards. Key duties include:
- Responding to inbound calls, inquiries, and complaints with a professional and courteous demeanor to ensure a seamless customer experience.
- Assisting in the implementation of the Contact Center quality assurance framework, including the refinement of call monitoring methodologies and scoring criteria.
- Collecting and documenting accurate customer information to process service requests and resolve complex queries efficiently.
- Identifying customer needs during interactions to cross-sell relevant banking products and services, contributing to the bank’s growth.
- Monitoring and reporting on key performance indicators (KPIs) such as call quality scores, service levels, and overall customer satisfaction targets.
- Providing clear and accurate information to customers regarding bank policies, procedures, and available financial products.
- Gathering and documenting customer feedback and escalation details within the call center management system for further analysis.
- Promptly escalating unresolved complaints or technical system issues to the Call Center Supervisor to maintain service continuity.
- Coordinating with internal departments to follow up on cross-functional customer requests and ensure timely resolution.
- Maintaining strict adherence to all bank policies, compliance standards, and SAMA regulatory requirements to mitigate risk.
We are looking for candidates who possess a blend of academic achievement and a commitment to professional growth. The ideal candidate will meet the following criteria:
- A Bachelor’s degree in Business Administration, Banking, or a relevant field is required.
- Candidates with a Diploma in a relevant field and approximately 1 year of experience are also encouraged to apply.
- Prior experience in call center operations, customer service, or banking support is highly preferred but not mandatory for degree holders.
- Holders of relevant professional certifications in banking or quality assurance will be given preference.
- Strong command of customer complaint resolution techniques and a customer-centric mindset.
- Basic knowledge of banking products and a high level of awareness regarding regulatory compliance and risk management.
- Excellent communication skills with the ability to explain complex policies in a clear and concise manner.
Joining Bank Aljazira offers you the opportunity to grow your career within one of the region's most respected financial institutions. Benefits of this role include:
- Fully remote working arrangement, providing flexibility and a better work-life balance.
- Comprehensive training and development programs to enhance your banking and quality assurance skills.
- Exposure to a professional banking environment with clear pathways for career advancement.
- A supportive team culture that values diversity, excellence, and strategic contribution.
- Competitive compensation package aligned with industry standards and performance excellence.