Role & seniority: Call Center Quality Monitoring Officer (staff-level; potential team-facing responsibility; requires shift adherence)

Stack/tools: MS Office; knowledge of banking procedures; call center QA/monitoring principles; familiarity with quality metrics (CSAT, Mystery Shopper, Call Monitoring)

Top 3 responsibilities

Monitor agent and support team interactions (calls, email, chat) across campaigns to ensure compliance with bank rules and quality guidelines
Identify and escalate potential quality risks to Line Managers; provide support on inquiries from the floor; assist with coaching and training initiatives
Promote continuous improvement: highlight process improvements from monitored calls; support adherence to end-to-end call monitoring policies; assist with ad-hoc projects

Must-have skills

Excellent oral and written communication; strong interpersonal and influential abilities
Detail-oriented with accurate analysis; sound knowledge of banking procedures
Customer-service passion; strong listening and analytical skills; proficiency with MS Office

Nice-to-haves

2+ years in a similar role; prior experience as a call center agent; familiarity with quality measurement metrics
Location & work type: Location not specified; full-time role with adherence to assigned shift schedules (shift-based)

Full Description

ROLE PURPOSE

To manage the real time day-to-day quality operations of the call center ensuring optimum efficiency, highlighting any potential risk that is and may affect the Service Levels, provide support on enquiries from the floor, and resolving the queries.
Key Accountabilities of the role ;

Operations

▪Monitor agent and support team interaction with customer within the contact center [Calls, Email & Chat] across all campaign and channels, ensuring compliance to the rules and regulations set by the bank and adherence to the quality guidelines. ▪Highlighting to Line Managers Leaders any potential risk related to quality from the results of the monitoring ▪When required, Officer is to login and answer calls.

Human Resource/People

▪Ensure that agents are treated fairly.
▪Handle potential people related issues professionally and highlighting any people related issues to the next level.
▪Continuous engagement with the agents
▪Providing support and guidance agents when required
▪Lead by example
▪Adherence to Adherence to assigned shift schedules

Quality of Work

▪Strict adherence to call motoring guidelines ▪High quality of coaching with improved results ▪Work closely with Training on any improvement initiatives

Continuous Improvement

▪Highlighting any process improvement opportunities from the calls being monitored

Compliance of policies & procedures

▪Comply and perform Key operational controls relating to the end-to-end call monitoring process as outlined in ADIB’s Call Center Operational polices & procedures.
Any other ad-hoc projects/task assigned by the Contact Center Management.

RESULTS EXPECTED

▪Consistent achievement of Contact Center quality related SLAs. (CSAT, Mystery Shopper, Call Monitoring)
▪Archiving 90% a score in Mystery Shopper Survey
▪Reduced errors as a result of effective coaching

Specialist Skills / Technical Knowledge Required for this role

Excellent Oral, and written skills
Excellent interpersonal skills
Ability to influence decisions
Detailed and accurate
Sound knowledge of Banking Procedures and Processes
Passion for Service
Exceptional listening and analytical skills
Knowledge of MS Office Application will be an added advantage

Quality Assurance Analyst