Customer Engagement Specialist
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Key skills for this role
About the Role
DICETEK LLC seeks 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 initiatives.
Key Skills for This Role
Responsibilities
- Design, manage, and distribute customer satisfaction (CSAT, NPS, CES) surveys across customer touchpoints
- Conduct surveys over the phone by directly engaging with customers
- 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
- Manage end to end mystery shopping program
- Work closely with frontline teams and supervisors to share feedback and support service excellence initiatives
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
- Strong proficiency in Microsoft Excel including pivot tables, charts, formulas, and basic data analysis
- Fluent in English (Arabic speaking is an advantage)
Full Job Posting
Job Purpose
- To manage the end to end process of customer satisfaction surveys and quality assurance monitoring across all customer interaction channels.
- The role ensures 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, ensuring a courteous and professional experience.
- 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 based on defined QA criteria.
- Document evaluation results, track compliance with customer service standards, and identify training needs.
- Manage end to end mystery shopping program, including review and validation of evaluations.
- Support the development and periodic review of QA scorecards and feedback mechanisms.
- Work closely with frontline teams and supervisors to share feedback and support service excellence initiatives.
- 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 to analyse customer interactions.
- 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 and documentation skills.
- Ability to provide constructive feedback and engage positively with business teams.
- Organized, self motivated, team player, problem solving and able to manage time effectively.
- 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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