Quality Call Consultant

About the role

The Quality Call Consultant ensures a superior customer experience within the contact centre by continuously monitoring calls, providing actionable feedback, and driving improvements in service quality and sales techniques.

Key responsibilities

• Monitor and evaluate call recordings to assess staff performance on quality and sales methods.
• Conduct mystery shopping exercises for both customers and staff to gauge overall satisfaction.
• Assist in evaluating overall call quality and recommend actions to raise standards.
• Provide feedback on service scripts and suggest enhancements to meet quality requirements.
• Track fulfillment of service promises, identify process gaps, and recommend corrective actions.
• Capture and report customer feedback to support product development and process improvement.
• Challenge existing procedures and propose creative changes based on feedback.
• Collaborate with Quality Control Coordinators, team leaders, and unit managers to recommend training and clarify ambiguities.

Required profile

• University graduate, preferably with finance, banking or mathematics background.
• Excellent communication skills in Arabic and English.
• Minimum 2 years of experience in a service environment, at least 2 years in a call centre; QA or service‑quality experience is a plus.
• Strong listening abilities, analytical mindset, and attention to detail.
• Computer literate with a positive attitude.
• Comprehensive knowledge of bank products, processes and systems.

Required skills