MCB Bank Limited Jobs Officer Quality & Controls Contact Centre

March 21, 2024 admin

MCB Bank Limited Jobs Officer Quality & Controls Contact Centre:

Organization: MCB Bank Limited

Are you looking for a career in one of Pakistan’s leading Banks? The Operations Group of MCB Bank is looking for an Officer Quality & Controls Contact Centre to join its team of talented, motivated, and highly skilled professionals.

JOB DESCRIPTION: This role is primarily responsible to ensure effective and efficient implementation; monitoring and continuous improvement of call center services based on Quality Control Standard indicators. It is based upon a set of processes & procedures that are used in an effort to improve customer experience & reduce wasteful operating practices.

PRINCIPAL ACCOUNTABILITIES

Accountability

1 Evaluate calls as per well-defined processes that are followed at call center and report relevant results.
2 Conduct coaching session with call centres agents to deliver best customer service. Also ensure agents best scoring in accuracy and courtesy by monitoring agents activities.
3 Remain Punctual and ensure compliance and adherence to bank policies.
4 To ensure timely delivery of all assignments assigned by line manager, as well as keep daily basis productivity intact.
5 To conduct Quiz/Scrums/huddles and make sure that FATAL errors are reported in a timely manner and customer request/complaints are addressed.

KNOWLEDGE AND EXPERIENCE
Knowledge and Skills

Graduate overall understanding of various products within real of Consumer Banking
Experience Profile

3 years of relevant experience
Behavioural Competencies

Good analytical skills with the ability to manage multi-dimensional tasks.

The last date for submission of applications is 29th March 2024.

For more details and to apply: Apply

Important Note: Females and Persons with disabilities having the required skill set are encouraged to apply. MCB Bank Ltd is an equal-opportunity employer and is committed to creating an inclusive environment for all employees.