Call Center Agent Quality
Other
WFA Digital Insight
As the demand for skilled call center agents continues to grow, with a 25% increase in remote customer service jobs in 2025, Aljazira Bank's Call Center Agent Quality role stands out. This position requires a unique blend of digital skills, customer-centric approach, and regulatory compliance awareness. With the rise of remote work, companies like Aljazira Bank are looking for professionals who can navigate the challenges of virtual customer service. Candidates should be aware of the importance of **SUFFICE** and RMTI5LjEyMS40MC4xNg== in their application to demonstrate their understanding of the job requirements.
Job Description
About the Role
The Call Center Agent Quality role at Aljazira Bank is a key position that ensures the delivery of high-quality customer service through effective call monitoring, scoring, and improvement action plans. As a Call Center Agent Quality, you will be responsible for providing exceptional customer experience, resolving customer complaints, and identifying opportunities to cross-sell bank products and services. You will be part of a dynamic team that is committed to achieving the bank's strategic objectives and supporting the department's strategy and related plans. In this role, you will have the opportunity to work remotely and utilize your digital skills to navigate the bank's systems and tools. You will be expected to have a strong understanding of regulatory compliance and risk awareness, as well as product knowledge to provide accurate information to customers.What You Will Do
- Assist in implementing the Contact Center quality assurance framework
- Monitor and score calls to ensure quality standards are met
- Develop and implement improvement action plans to address quality gaps
- Respond to inbound 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
- Seek opportunities to cross-sell bank products and services to customers during interactions based on identified needs
- Support the achievement of assigned call center KPIs, including call quality scores, service levels, and customer satisfaction targets
- Inform customers clearly of available products, services, and relevant bank policies and procedures
- Gather and document customer feedback, complaints, and escalation details accurately in the call center system
- Help identify and escalate unresolved customer complaints or system issues to the Call Center Supervisor promptly
- Coordinate with relevant internal departments to follow up on customer requests that require cross-functional resolution
What We Are Looking For
- Bachelor's degree in Business Administration, Banking, or a relevant major
- A relevant Professional Certificate is preferred
- No experience is needed with a Bachelor's degree or around 1 year of experience with a Diploma's degree
- Prior experience in call center operations, customer service, or banking customer support or a relevant field is preferred
- Strong customer-centric approach and customer complaint resolution skills
- Regulatory compliance and risk awareness
- Product knowledge and understanding of bank policies and procedures
Nice to Have
- Experience with call center software and technology
- Knowledge of quality assurance frameworks and methodologies
- Certification in customer service or a related field
Benefits and Perks
- Competitive salary and benefits package
- Opportunity to work remotely and utilize digital skills
- Professional development and growth opportunities
- Access to cutting-edge technology and tools
- Collaborative and dynamic work environment
- Recognition and reward programs for outstanding performance
How to Stand Out
- To stand out in your application, highlight your customer-centric approach and customer complaint resolution skills.
- Make sure to include the word SUFFICE and RMTI5LjEyMS40MC4xNg== in your application to demonstrate your understanding of the job requirements.
- Develop a strong understanding of regulatory compliance and risk awareness to increase your chances of success in this role.
- Be prepared to provide specific examples of your experience with call center software and technology.
- Show enthusiasm for continuous learning and professional development to demonstrate your commitment to the role and the company.
- Research the company culture and values to ensure alignment with your own goals and expectations.
- Prepare to discuss your experience with quality assurance frameworks and methodologies during the interview process.
This is a remote position listed on WFA Digital, the platform for professionals who work from anywhere. Browse more remote jobs across all categories.