Job Description

Job Purpose:

To manage the end-to-end process of customer satisfaction surveys and quality assurance monitoring across all customer interaction channels. The role ensures timely collection and analysis of customer feedback and evaluation of service standards to support continuous improvement in customer experience.

Key Responsibilities:

Design, manage, and distribute customer satisfaction (CSAT, NPS, CES) surveys across customer touchpoints. Conduct surveys over the phone by directly engaging with customers, ensuring a courteous and professional experience. Listen to customer feedback and ensure high-quality data collection, escalations with 360 closures (close feedback loop). Raise customer complaints through the complaints management system. Assign customer calling data and daily calling assignments within the team, ensure accurate tracking, and perform data clean-ups using Excel for reporting and follow-up. Analyze survey results to identify trends, root causes, and key drivers of satisfaction/dissatisfaction. Conduct Quality Assurance (QA) monitoring of inbound and outbound customer calls, emails, and other service interactions based on defined QA criteria. Document evaluation results, track compliance with customer service standards, and identify training needs. Support the development and periodic review of QA scorecards and feedback mechanisms. Work closely with frontline teams and supervisors to share feedback and support service excellence initiatives. Demonstrate sound understanding of the Bank's products and services to accurately interpret feedback and guide conversations during surveys. Ensure data privacy and compliance with internal audit and regulatory standards. Participate in process improvement and automation initiatives related to customer feedback and QA monitoring.

Core Competencies for Hiring:

1. Technical/Functional Competencies:

Strong proficiency in Microsoft Excel - including pivot tables, charts, formulas, and basic data analysis. Experience in customer survey tools Familiarity with QA monitoring tools and methodologies. Basic knowledge of Power BI or other data visualization tools is an advantage. Understanding of key CX metrics such as CSAT, NPS, CES. Experience with Banking systems (e.g., Finacle) is beneficial. Fluent in English (Arabic speaking is an advantage)

2. Behavioral Competencies:

High attention to detail and data accuracy. Analytical mindset with ability to interpret qualitative and quantitative insights. Excellent communication, both verbal and written and documentation skills. Ability to provide constructive feedback and engage positively with business teams. Organized, self-motivated, team-player, problem-solving and able to manage time effectively. Active and great listener Collaborative, with a strong sense of ownership and responsibility.

3. Educational & Experience Requirements:

Bachelor's degree in Business Administration, Marketing, Quality, or a related field. 2-3 years of experience in customer insights, survey management, or QA monitoring roles. * Prior experience in banking, financial services, or customer service operations is preferred.