Call Center Agent Quality

ajb Remote Working Arrangement: Remote work refers to a work arrangement where employees perform their job duties from home. Strategic Competencies: Ensure understanding of the strategic objective for the Bank and support in achieving the department's strategy and related strategic plans. Core Responsibilities: Assist in implementing Contact Center quality assurance framework, including call monitoring methodologies, scoring criteria, and improvement action plans. Assist customers by responding to inbound calls, inquiries, requests, and complaints in a courteous, efficient, and professional manner. Collect accurate customer information and complete relevant documentation to process service requests and resolve queries. Seek opportunities to cross-sell bank products and services to customers during interactions based on identified needs. Support the achievement of assigned call center KPIs including call quality scores, service levels, and customer satisfactio