Overview
Officer – QA & Control, Call Center (For Emiratization) Jobs in Dubai, United Arab Emirates at Dubai Islamic Bank
Title: Officer – QA & Control, Call Center (For Emiratization)
Company: Dubai Islamic Bank
Location: Dubai, United Arab Emirates
Key Responsibilities:
Timely and robust checks of the daily financial reports to minimize the occurrence of operational lapses in controls and identify improvements in controls to safeguard the Group from possible financial and/or reputation losses.
Liaise with Operations & IT Group to obtain reports required to facilitate the checks to be conducted.
Assist to develop and design the call center processes to achieve the highest level of productivity, operational effectiveness, and quality and customer satisfaction.
Conduct live monitoring, Plugin & Walk observation to sample of agent interactions to provide on spot feedback
Assist Call Center Training Officer, Team Leaders (Inbound, Outbound, DIFS , Social Media Unit, Home Finance as well as other teams) to identify training needs for their staff in order to develop an Annual Training Plan to be presented to the Head, Call Center for review/ approval.
Measure, monitor and achieve all defined and agreed Service Quality (SQ) and productivity improvement measures.
Compile and present relevant MIS on periodic basis for Manager as requested.
Introduce Scripts for most frequent inquiries/requests based on identifying interaction Types
Inculcate an awareness of ‘cross-sell’ opportunities amongst call center personnel through carious communication tools/ programs to enable them to utilize the same when dealing with customers.
Keep the line manager informed of significant back office related issues that are identified during the evaluation/checks.
Keeps a record for all activity and corrective action taken regarding this activities
Ensure achievement of pre-set/ pre-agreed objectives as per the SLA
Ensure high standards of confidentiality to safeguard commercially sensitive information.
All the above accountabilities includes but not limited to any additional/new tasks or responsibilities assigned by the supervisor
Confirm all customer activities done through DIB channels
Confirm the customer activities either by calling or observing the genuine calls or by sending digital confirmation.
Cross Sell and upsell different bank products. DIB/HRD/ROD/OD/JDT-001 Page 2 of 2 Note: This is a computer generated JD, hence no signature is required.
Assist Call Center Training Officer, Team Leaders (Inbound, Outbound, DIFS , Social Media Unit, Home Finance as well as other teams) to identify training needs for their staff in order to develop an Annual Training Plan to be presented to the Head, Call Center for review/ approval.
Design, develop and deliver training programs to supervisors and agents of DIB Call Center as per approved the training plan and the identified training needs.
Conduct On the Job Training & provide instant feedback, Identifies needs for ongoing “refresher” training as needed to ensure maximum skill attainment and to ensure efficient processing capability for the call center which maximizes productivity and customer service
Work Experience:
Minimum 2-3 years of related experience in a call center of which a minimum of 1 year should be in a similar position / responsibility, preferably in a similar Industry
Education:
Minimum University / bachelor’s degree from a recognized university.
