Customer Engagement Specialist
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Key skills for this role
About the Role
DICETEK LLC is hiring a Customer Engagement Specialist to manage customer satisfaction surveys and quality assurance monitoring. The role involves designing surveys, conducting phone interviews, analyzing feedback, and supporting QA processes.
Key Skills for This Role
Responsibilities
- Design, manage, and distribute customer satisfaction surveys across touchpoints
- Conduct surveys over the phone with customers
- Analyze survey results to identify trends and drivers
- Conduct Quality Assurance monitoring of customer interactions
- Document evaluation results and track compliance
- Support development of QA scorecards and feedback mechanisms
- Work with frontline teams to share feedback
Requirements
- Bachelor's degree in Business Administration, Marketing, Quality, or related field
- 2 3 years experience in customer insights, survey management, or QA monitoring
- Strong proficiency in Microsoft Excel
- Experience in customer survey tools
- Familiarity with QA monitoring tools and methodologies
- Understanding of CX metrics (CSAT, NPS, CES)
- Fluent in English
- Prior experience in banking or financial services preferred
Full Job Posting
Job Purpose
- Manage end to end process of customer satisfaction surveys and quality assurance monitoring across all customer interaction channels.
- Ensure timely collection and analysis of customer feedback and evaluation of service standards to support continuous improvement in customer experience.
Key Responsibilities
- Design, manage, and distribute customer satisfaction (CSAT, NPS, CES) surveys across customer touchpoints.
- Conduct surveys over the phone by directly engaging with customers.
- Listen to customer feedback and ensure high quality data collection, escalations with 360 closures.
- Raise customer complaints through the complaints management system.
- Assign customer calling data and daily calling assignments within the team, ensure accurate tracking, and perform data clean ups using Excel.
- Analyze survey results to identify trends, root causes, and key drivers of satisfaction/dissatisfaction.
- Conduct Quality Assurance (QA) monitoring of inbound and outbound customer calls, emails, and other service interactions.
- Document evaluation results, track compliance with customer service standards, and identify training needs.
- Manage end to end mystery shopping program.
- Support development and periodic review of QA scorecards and feedback mechanisms.
- Work closely with frontline teams and supervisors to share feedback.
- Ensure data privacy and compliance with internal audit and regulatory standards.
Core Competencies for Hiring
- Strong proficiency in Microsoft Excel – including pivot tables, charts, formulas, and basic data analysis.
- Experience in customer survey tools.
- Familiarity with QA monitoring tools and methodologies.
- Basic knowledge of Power BI or other data visualization tools is an advantage.
- Understanding of key CX metrics such as CSAT, NPS, CES.
- Experience with Banking systems (e.g., Finacle) is beneficial.
- Fluent in English (Arabic speaking is an advantage).
- Ability to leverage AI and advanced analytics.
- Experience working with AI based QA and VOC platforms (beneficial).
- Proficiency in using AI tools such as Microsoft Copilot and prompt engineering techniques.
- Ability to conceptualize and apply AI driven solutions.
Behavioral Competencies
- High attention to detail and data accuracy.
- Analytical mindset with ability to interpret qualitative and quantitative insights.
- Excellent communication, both verbal and written.
- Ability to provide constructive feedback.
- Organized, self motivated, team player, problem solving.
- Active and great listener.
- Collaborative, with a strong sense of ownership and responsibility.
Educational & Experience Requirements
- Bachelor’s degree in Business Administration, Marketing, Quality, or a related field.
- 2–3 years of experience in customer insights, survey management, or QA monitoring roles.
- Prior experience in banking, financial services, or customer service interactions and operations is preferred.
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