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Customer Engagement Specialist
Full-time
Manage the end-to-end process of customer satisfaction surveys and quality assurance monitoring across all customer interaction channels. The role ensures timely collection and analysis of customer feedback and evaluation of service standards to support continuous improvement in customer experience.
Key Responsibilities
Design, manage and distribute CSAT, NPS and CES surveys across customer touchpoints, including conducting surveys over the phone
Listen to customer feedback, ensure high-quality data collection and close the feedback loop with 360 closures
Raise customer complaints through the complaints management system
Assign daily calling data, track accuracy and perform data clean-ups using Excel for reporting
Analyze survey results to identify trends, root causes and key drivers of satisfaction
Conduct QA monitoring of inbound and outbound calls, emails and other interactions against defined criteria
Document evaluation results, track compliance and identify training needs
Manage the end-to-end mystery shopping program and support development of QA scorecards
Participate in process improvement and automation initiatives related to feedback and QA monitoring
Core Competencies
Strong Microsoft Excel proficiency - pivot tables, charts, formulas and basic data analysis
Experience with customer survey tools and familiarity with QA monitoring tools; Power BI a plus
Understanding of CX metrics such as CSAT, NPS and CES
Ability to leverage AI and advanced analytics to analyse interactions across voice, chat and email for sentiment, intent and service quality
Experience with AI-based QA and VOC platforms to automate evaluation, scoring and root cause analysis (beneficial)
Proficiency with AI tools such as Microsoft Copilot and prompt engineering to analyse data and automate reporting
Fluent in English (Arabic an advantage); Banking systems experience (e.g. Finacle) beneficial
Requirements
Bachelor's degree in Business Administration, Marketing, Quality or 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 operations preferred
