Call Center Agent – Quality (Remote)

About the role

We are looking for a remote Call Center Agent focused on quality assurance to support our bank’s contact centre. You will interact with customers, ensure service standards are met, and help drive continuous improvement in call handling.

Key responsibilities

• Assist in implementing the contact‑center quality assurance framework, including call monitoring, scoring criteria and improvement action plans.
• Handle inbound customer calls, inquiries, requests and complaints courteously and professionally.
• Collect accurate customer information, complete documentation and process service requests.
• Identify cross‑sell opportunities for bank products based on customer needs.
• Support call‑center KPIs such as quality scores, service levels and customer satisfaction.
• Provide clear information on products, services, policies and procedures.
• Document customer feedback, complaints and escalations in the system.
• Escalate unresolved issues to the Call Center Supervisor and coordinate with internal departments for resolution.
• Adhere to bank policies, compliance standards and SAMA regulatory requirements.

Required profile

• Bachelor’s degree in Business Administration, Banking or a related field (or a diploma with ~1 year experience).
• Prior experience in call‑center operations, customer service or banking support is preferred.
• Professional certificate related to the role is a plus.

Required skills