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Banking Quality Monitoring Specialist

United Elite Company
Al Ain, United Arab Emirates
Posted 2 months ago
31Applicants for1 open position
  • 13Viewed
  • 1In Consideration
  • 1Not Selected
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Job Details

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Job Description

- Listen to recorded customer calls and evaluate them based on predefined quality criteria and key performance indicators (KPIs).
- Assess the accuracy, professionalism, and compliance of customer interactions with banking policies and procedures.
- Provide constructive feedback and coaching to frontline staff to enhance their communication skills and service delivery.
- Identify trends, patterns, and recurring issues in customer calls, and recommend corrective actions and process improvements.
- Collaborate with training and operations teams to develop and deliver targeted training programs based on quality monitoring findings.
- Prepare detailed reports and analysis of quality monitoring results, highlighting trends, areas of improvement, and best practices.
- Maintain accurate records of quality monitoring activities and outcomes, ensuring compliance with regulatory requirements.
- Stay updated on industry regulations, banking trends, and best practices related to customer service and quality assurance.


Job Requirements

- Bachelor's degree in Business Administration, Finance, Communication, or related field.
- Previous experience (not less than 2 years) in quality monitoring, call center operations, or customer service roles, preferably in the banking industry.
- Strong understanding of banking products, services, and regulatory requirements.
- Excellent listening, analytical, and problem-solving skills, with a meticulous attention to detail.
- Effective communication and interpersonal skills, with the ability to provide constructive feedback in a professional manner.
- Proficiency in using call monitoring software and tools to evaluate customer interactions.
- Ability to work independently and collaboratively in a fast-paced environment with shifting priorities.
- Certification in quality management or related field (e.g., Six Sigma, quality assurance) is a plus.
-  Nationality : Indian and Philippines are preferred

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