Customer Engagement Specialist
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Key skills for this role
About the Role
Manage end-to-end customer satisfaction surveys and quality assurance monitoring across all customer interaction channels for a bank. Requires 2-3 years experience in customer insights, survey management, or QA monitoring, and strong Excel skills.
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, 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, in depth analysis of service quality insights, and structured distribution of reports
- 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
- Demonstrate sound understanding of the Bank’s products and services to accurately interpret feedback
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
- 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
- Understanding of key CX metrics such as CSAT, NPS, CES
- Fluent in English (Arabic speaking is an advantage)
- 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
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.
- 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 (close feedback loop).
- 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 for reporting and follow up.
- 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, in depth analysis of service quality insights, and structured distribution of reports to stakeholders.
- 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.
- Demonstrate sound understanding of the Bank’s products and services to accurately interpret feedback and guide conversations during surveys.
Core Competencies for Hiring
- AI Driven / Technical/Functional Competencies: Strong proficiency in Microsoft Excel; Experience in customer survey tools; Familiarity with QA monitoring tools and methodologies; Basic knowledge of Power BI is an advantage; Understanding of CX metrics (CSAT, NPS, CES); Experience with Banking system
- Behavioral Competencies: High attention to detail and data accuracy; Analytical mindset; Excellent communication; Ability to provide constructive feedback; Organized, self motivated, team player; Active and great listener; Collaborative with strong sense of ownership.
- Educational & Experience Requirements: Bachelor’s degree in Business Administration, Marketing, Quality, or 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 operations is prefe
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