Quality Call Consultant

About the role

The Quality Call Consultant ensures that every customer interaction in the contact centre meets the highest standards of service. By continuously monitoring calls, providing feedback, and analysing performance, the role helps raise the overall quality of the customer experience.

Key responsibilities

• Monitor inbound and outbound calls and evaluate staff performance on service quality and sales techniques.
• Conduct mystery‑shopping exercises to gauge customer and staff satisfaction with the call experience.
• Analyse overall call quality, identify gaps, and recommend improvements to scripts, processes, and training.
• Track fulfillment of service promises from start to finish and highlight process weaknesses.
• Capture and report customer feedback to support product development and process enhancements.
• Collaborate with Quality Control Coordinators, team leaders, and the Unit Manager to design training and resolve ambiguities.
• Perform root‑cause analysis on recurring issues and suggest corrective actions.

Required profile

• University graduate, preferably with finance, banking or mathematics background.
• Minimum 2 years of experience in a service environment, at least 2 years in a call‑centre setting.
• Experience in quality assurance or service‑quality roles is an advantage.
• Excellent communication skills in Arabic and/or English.
• Strong listening ability, analytical mindset and attention to detail.
• Positive attitude and computer literacy.
• Good understanding of bank products, processes and systems.

Required skills

What we offer

• Opportunity to influence service standards in a dynamic banking environment.
• Collaboration with cross‑functional teams focused on continuous improvement.
• Professional development through training and mentorship.