Customer Engagement Specialist

Job Purpose

Key Responsibilities

• Design, manage, and distribute customer satisfaction (CSAT, NPS, CES) surveys across customer touchpoints.
• Conduct surveys over the phone by directly engaging with customers, ensuring a courteous and professional experience.
• Listen to customer feedback and ensure high-quality data collection, escalations with 360 closures (close feedback loop).
• Raise customer complaints through the complaints management system.
• Assign customer calling data and daily calling assignments within the team, ensure accurate tracking, and perform data clean-ups using Excel for reporting and follow-up.
• Analyze survey results to identify trends, root causes, and key drivers of satisfaction/dissatisfaction.
• Conduct Quality Assurance (QA) monitoring of inbound and outbound customer calls,emails, and other service interactions based on defined QA criteria.
• Document evaluation results, track compliance with customer service standards, and identify training needs.
• Ability to manage end-to-end mystery shopping program, including review and validation of evaluations, in-depth analysis of service quality insights, and structured distribution of reports to stakeholders to drive service improvement and business alignment.
• Support the development and periodic review of QA scorecards and feedback mechanisms.
• Work closely with frontline teams and supervisors to share feedback and support service excellence initiatives.
• Demonstrate sound understanding of the Bank’s products and services to accurately interpret feedback and guide conversations during surveys.
• Ensure data privacy and compliance with internal audit and regulatory standards.
• Participate in process improvement and automation initiatives related to customer feedback and QA monitoring.

1. **AI-Driven And Technical And 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, extracting insights on sentiment, intent, and service quality to improve CSAT, NPS, and overall customer experience.
• Experience working with AI-based QA and VOC platforms to automate interaction evaluation, scoring, classification, and root cause analysis, enabling scalable monitoring of service quality and identification of improvement opportunities (beneficial)
• Proficiency in using AI tools such as Microsoft Copilot and prompt engineering techniques to analyse large datasets, generate insights, automate reporting, and support decision-making through natural language queries and AI-assisted workflows.
• Ability to conceptualize and apply AI-driven solutions, including the use of intelligent agents and automation workflows, to streamline VOC analysis, improve QA efficiency, and enable proactive customer experience management.
• 2. **Behavioral Competencies:**
• High attention to detail and data accuracy.
• Analytical mindset with ability to interpret qualitative and quantitative insights.
• Excellent communication, both verbal and written and documentation skills.
• Ability to provide constructive feedback and engage positively with business teams.
• Organized, self-motivated, team-player, problem-solving and able to manage time effectively.
• Active and great listener
• Collaborative, with a strong sense of ownership and responsibility.

3. **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.