About
Role Purpose:
- Perform quality evaluation for complaints resolution for the company business groups and the company subsidiaries.
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Responsibilities
- Conduct quality evaluation for complaints resolution for the company business groups and the company subsidiaries.
- Share call quality check results with the team and provide the required coaching wherever necessary for officers.
- Review duplicate complaints data and do monthly reporting to line manager / HOD.
- Conduct checks on invalid complaints to validate the tagging done by officers.
- Update and manage the daily follow-up sheet and provide daily updates to officers for customer communication on their requests.
- Support team leaders in enhancing the call quality process/standards.
Requirements
- Customer focused and managing relations within the bank’s rules, regulations, and interests.
- Experience in Contact Center, Customer Service, or complaints environment.
- Excellent interpersonal and communication skills with good language command.
- Thorough and detailed understanding of the company’s systems, policies, products, and procedures.
- Excellent analytical skills to enable resolution of complex issues through root cause analysis.
- Experience working in a contact center, customer service, and problem-solving role.
- Knowledge of banking laws, policies, procedures, and practices.
- Banking experience in service delivery and customer experience.
- Bachelor’s degree holder in Banking, Finance, or related field.
This position is for UAE Nationals only.
