Customer Engagement Specialist
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Key skills for this role
About the Role
LanceSoft Middle East seeks a Customer Engagement Specialist for a 3-month contract in Dubai. You will manage customer insights, survey management, and QA monitoring in banking or financial services.
Key Skills for This Role
Responsibilities
- Manage customer insights, survey management, and QA monitoring to improve customer experience
- Analyze customer interactions across voice, chat, and email channels using AI and advanced analytics
- Leverage AI based QA and VOC platforms to automate interaction evaluation and scoring
- Use AI tools like Microsoft Copilot for data analysis, reporting, and decision making
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
- 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 analyze customer interactions across voice, chat, and email channels
- Experience working with AI based QA and VOC platforms is beneficial
Full Job Posting
Job Description
- We have a new opportunity for Customer Engagement Specialist with our client.
- Duration: 3 months Contract with possible extension.
- Location: Dubai.
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.
AI Driven / Technical/Functional Competencies
- 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 across voice, chat, and email channels.
- Experience working with AI based QA and VOC platforms to automate interaction evaluation, scoring, classification, and root cause analysis (beneficial).
- Proficiency in using AI tools such as Microsoft Copilot and prompt engineering techniques.
- Ability to conceptualize and apply AI driven solutions, including the use of intelligent agents and automation workflows.
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