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. This role works closely with frontline agents, team leaders and the quality management team to uphold the bank’s high standards.

Key responsibilities

• Monitor and evaluate inbound and outbound calls for service quality and sales techniques.
• Conduct mystery shopping exercises to gauge customer and staff satisfaction.
• Analyse call performance data, identify gaps, and recommend corrective actions.
• Provide feedback on call scripts and suggest enhancements to meet quality benchmarks.
• Track fulfillment of service promises and highlight process weaknesses.
• Capture and report customer feedback to support product and process development.
• Collaborate with Quality Control Coordinators, team leaders and the Unit Manager to design training interventions.

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.
• Experience in quality assurance or service quality is an advantage.
• Excellent communication skills in Arabic and English.
• Strong analytical mindset, attention to detail and a positive attitude.
• Good knowledge of banking products, processes and systems.

Required skills

• Computer literacy