Call Center Quality Monitoring
- Monitor and evaluate inbound and outbound customer calls based on approved quality standards and evaluation criteria.
- Review employees communication skills, accuracy of information, professionalism, call handling, and adherence to company procedures.
- Ensure that employees provide customers with correct information regarding exchange rates, remittance services, transactions, and other company services.
- Identify service gaps, errors, and areas requiring improvement.
- Prepare regular call quality evaluation reports and maintain accurate quality monitoring records.
- Provide constructive feedback and recommendations to improve employee performance.
- Coordinate with Customer Service supervisors and management regarding recurring quality issues.
- Identify training and coaching needs based on quality monitoring results.
Branch Service Quality
- Conduct scheduled and ad-hoc visits to company branches to assess customer service standards and employee performance.
- Observe customer handling, communication, professionalism, appearance, and overall service delivery.
- Ensure employees follow the company's customer service standards and approved procedures.
- Identify service quality issues and recommend appropriate corrective actions.
- Follow up on previously identified observations to ensure improvement.
Customer Experience & Quality Improvement
- Review customer complaints and feedback to identify recurring service issues and areas for improvement.
- Analyze quality results and identify trends affecting customer satisfaction.
- Recommend improvements to customer service processes, procedures, and quality standards.
- Support the development and improvement of quality evaluation forms, service standards, and monitoring criteria.
- Prepare weekly and monthly quality reports and present key findings to management.
- Work closely with Customer Service, Operations, Training, Compliance, and other relevant departments to improve the overall customer experience.
Compliance & Service Standards
- Ensure customer interactions comply with company policies, procedures, confidentiality requirements, and applicable regulatory requirements.
- Identify any deviations from approved procedures during call monitoring or branch visits and escalate significant findings to the concerned management.
- Maintain confidentiality of customer information, recorded calls, employee evaluations, and quality reports.
Qualifications & Experience
- Minimum 2–3 years of experience in Call Center Quality Assurance, Service Quality, Customer Experience, or a similar role.
- Previous experience in call monitoring and employee performance evaluation is highly desirable.
Skills & Competencies
- Strong analytical and observation skills.
- Excellent communication and interpersonal skills.
- Ability to objectively evaluate employee performance.
- Good report-writing and documentation skills.
- Strong attention to detail.
- Customer-focused mindset.
- Ability to provide constructive feedback professionally.
- Good knowledge of Microsoft Office, particularly Excel and PowerPoint.
- Ability to analyze quality data and identify trends.
- Good command of Arabic and English.
- Ability and willingness to conduct regular branch visits.
