Customer Engagement Specialist

Overview

Duration

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.

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.
• Interested candidates send me your Cv along with below details:
• Expected salary: