Outsourced Call Center Agent

About the role

The Outsourced Call Center Agent will serve as the primary point of contact for QNB clients and non‑clients, handling inbound calls, responding to inquiries, and managing complaints. The role focuses on delivering accurate information, cross‑selling banking products, and ensuring a high level of customer satisfaction in a fast‑paced contact‑center environment.

Key responsibilities

• Answer incoming calls and address client inquiries, requests, and complaints in accordance with Contact Center processes.
• Identify, document, and escalate issues to the Team Leader when necessary.
• Provide product and service information, and cross‑sell banking products to clients and non‑clients.
• Schedule appointments and forward referrals to the appropriate network or head‑office departments.
• Maintain accurate call records in the relevant systems.
• Support campaigns and cover staffing shortages, crises, or large‑scale initiatives as required.
• Act as backup for the Customer Service Team Leader, offering guidance to team members.
• Ensure compliance with QNB policies, local laws, and international standards, including AML and operational risk guidelines.

Required profile

• Bachelor’s degree in Marketing, Business Administration, Commerce or a related field.
• 0–2 years of experience in a call‑center or customer‑service environment.
• Fluency in written and spoken Arabic and English.

Required skills

• Proficiency with computer and telephony environments.