Job Summary

Developing and implementing policies and procedures to oversee the quality of all outbound calls to ensure that the sales agents promote, inform, and sell insurance products according to the bank`s requirements and regulatory directives.

Monitoring the quality performance KPIs for the telesales team, ensuring continuous improvement in service delivery in line with procedures and customer satisfaction.

Key Accountabilities

• Develops and implements the bank`s telesales quality standards, policies, and targets on service quality in life insurance products.
• Determines standard operating procedures, process controls, and supporting documentation.
• Ensures that all the activities within the telesales quality assurance are complying with the regulations and bank`s procedures.
• Handles quality observation activities for customer phone calls (Arabic and English), to ensure that calls are comply with the predefined quality standards.
• Monitors the accuracy and quality of information provided to the customers by the agents, against the predefined quality standards and targets, with a view to enhance customer satisfaction.
• Define quality metrics and provide regular reports to supervisors to maintain monthly performance.
• Track telesales teams’ quality performance and provide constructive feedback for improvement.
• Engage in customer calls listening to identify customer pain points and expectations.
• Train agents on quality procedures, ensuring compliance.
• Handle queries and complaints to ensure the quality of resolution.
• Follow up on new trends and implementation of quality management strategies.

Education

• Bachelor degree or equivalent