Customer Voice and Research Specialist

MAJOR RESPONSIBILITIES AND ACOUNTABILITIES

 Send the mystery shopping red alerts to stake holders once received.
 Follow-up on the mystery shopper portal to ensure the accuracy of the visits
and
data received.
 Send the customer's data to the call center survey team
 Ensure receiving the surveys data on time
 Prepare the data analysis sheet.
 Monitor Call center Quality and Operation performance (SLA abidance and
overall performance) in order to enhance call center efficiency.
 Conduct market researches visits, calls to our targeted peers.
 Ensure fulfilling all Quality aspects (Accuracy, SLA Abidance & Error rate)
in
presented reports

• JOB REQUIREMENTS
  Minimum education
  : University degree from a reputable university

Preferable education

: Six Sigma Certification

Languages

: Fluent in English and Arabic (writing and speaking)

Ideal experience

: Minimum ‎7 years of experience in Banking in a related field in a leading
financial institution