Call Center Agent - Quality

Role overview

This position is for a remote call center quality-focused agent supporting the bank’s customer service operations from home. The role combines customer interaction, quality assurance support, and adherence to banking standards.

Remote working arrangement

Remote work in this context means the employee carries out job duties from home.

Strategic contribution

You will be expected to understand the bank’s strategic direction and contribute to the department’s goals and related plans.

Key responsibilities

• Support the implementation of the contact center quality assurance framework, including call monitoring methods, scoring guidelines, and improvement actions.
• Handle inbound calls, customer questions, service requests, and complaints in a professional, efficient, and courteous manner.
• Capture correct customer details and complete the required documentation to process requests and resolve issues.
• Identify customer needs and look for suitable opportunities to offer relevant bank products and services.
• Contribute to assigned call center performance targets, including quality scores, service levels, and customer satisfaction goals.
• Explain available products, services, and applicable bank policies and procedures clearly to customers.
• Record customer feedback, complaints, and escalation information accurately in the call center system.
• Recognize unresolved complaints or technical issues and escalate them promptly to the Call Center Supervisor.
• Work with internal teams to close customer requests that require coordination across departments.
• Follow bank policies, compliance requirements, and SAMA regulations at all times.

Qualifications and experience

A bachelor’s degree in Business Administration, Banking, or another relevant field is required. A professional certificate is preferred. Fresh graduates with a bachelor’s degree may apply, and candidates with a diploma should have about 1 year of experience. Previous exposure to call center operations, customer service, banking support, or a related field is preferred.

Skills

• Customer service
• Call monitoring
• Quality assurance
• Complaint handling
• Cross-selling
• Banking operations knowledge
• Regulatory compliance
• Data entry and documentation
• Escalation management
• Interdepartmental coordination

Additional information

The role emphasizes customer-centric service, accurate issue resolution, compliance awareness, and product knowledge. It also involves supporting the bank’s service quality targets and maintaining a professional standard in every customer interaction.