About the Role

Aljazira Bank is seeking a Call Center Agent - Quality to join their team. This is a full-time, remote position, allowing employees to perform their duties from home. The role is suitable for individuals with 0-1 years of experience.

Role Objectives and Strategic Alignment

The Call Center Agent - Quality will contribute to achieving the department's strategic objectives and related plans for the Bank. This involves understanding the overarching strategic goals and supporting their implementation within the contact center environment.

Core Responsibilities

• Assist in the implementation of the Contact Center quality assurance framework, including call monitoring methodologies, scoring criteria, and improvement action plans.
• Respond to inbound customer 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.
• Identify opportunities to cross-sell bank products and services to customers based on their identified needs during interactions.
• 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.
• Accurately gather and document customer feedback, complaints, and escalation details within the call center system.
• Identify and promptly escalate unresolved customer complaints or system issues to the Call Center Supervisor.
• Coordinate with relevant internal departments to follow up on customer requests requiring cross-functional resolution.
• Adhere to all applicable bank policies, compliance standards, and SAMA regulatory requirements at all times.

Qualifications and Experience

Candidates should possess a Bachelor's degree in Business Administration, Banking, or a related major. A relevant Professional Certificate is preferred. No prior experience is required for candidates with a Bachelor's degree; approximately one year of experience is expected for those with a Diploma. Previous experience in call center operations, customer service, or banking customer support is preferred.

Work Arrangement

This position operates under a remote work arrangement, enabling the employee to fulfill their job duties from their home location. The role is full-time.