Cex and QA Specialist

7 days ago

Manama, Bahrain Citi Full time

**Responsibilities**:
**Quality Assurance & Service Governance**
- Monitor inbound and/or outbound calls to assess CPOs demeanor, accuracy, customer service performance and adherence to established processes and procedures
- Monitor the adherence of policies and procedures through quality and controls-related activities (Day 2)
- Monitor and review trends, customer service performance on the agent and team level
- Maintain and develop new standards for production and design, with improvements as needed, and create testing protocols for implementation across all service lines
- Provide actionable data (from Quality and Control checks) to various internal groups, team leaders/managers, etc as needed to ensure continuous improvements
- Mentor CPOs to improve individual performance as well as identifying training needs. Accompany evaluations with meaningful and constructive feedback

**Customer Experience**
- Assess and develop customer journeys mapping to identify the gaps in customer experience across all touchpoints, for all kinds of customer interactions, transactions and engagements
- Raise red flags wherever the business process needs correction to ensure the customer has a seamless experience
- Collect, track and analyze customer feedback and suggest improvements internally based on the insights gathered - measure customer service metrics i.e. RSAT, FCR, to gauge how the team is performing on CX performance parameters
- Manage and review complaint analysis reports / complaint management processes to close service gaps and to enhance service quality
- Manage the end to end journey of detractors and complaints cases including case resolution and customers close looping.

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

**Qualifications**:

- Experience in Customer Service / Quality Monitoring roles (Minimum of 3-5 years)
- Background in Financial industry preferred
- Experience in handling escalations and customer complaints, client focused approach and effective handling of difficult conversations /customers
- Ability to Speak/Write English and Arabic preferred
- Excellent verbal and written communications
- Positive/extrovert/excellent interpersonal skills
- Knowledge of banking products services and processes
- Knowledge of quality assurance terminology, methods and tools
- Extensive knowledge of Microsoft Office and Computer Skills
**Education**:

- Bachelor degree or equivalent
**Competencies**:

- Customer and service oriented
- Proven track record of analytical skills
- Good organizational skills, knowledgeable in goal-setting practices
- Examples of data visualization abilities and understanding of support metrics
- Problem-solving capabilities to create meaningful strategies to improve support quality
- Diligent in meeting deadlines
- **Job Family Group**:
Customer Service
- **Job Family**:
Service & Sales
- **Time Type**:
Full timeCiti is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

View the "**EEO is the Law**" poster. View the **EEO is the Law Supplement**.

View the **EEO Policy Statement**.

View the **Pay Transparency Posting

  • QA Tester

    1 week ago

    Manama, Bahrain Nair System Full time

    We are currently looking for QA Tester for our Bahrain operations with the following skill set and terms and conditions: **Requirements**: - Comprehensive knowledge and experience in continuous integration and delivery, testing, and quality assurance systems and ecosystems. (mandatory) - Passionate about Quality and obsessed with Digital Experiences; -...

  • Junior QA Specialist

    3 days ago

    Manama, Bahrain TalentKompass Deutschland Full time

    **LOCATION**: Remote Work **SCHEDULE**: Part-time *** Are you eager to build a career in Quality Assurance (QA)? TalentKompass Deutschland, a leading Human Resources company based in Germany, invites you to join our prestigious client, a reputable Management Consulting firm, as a Quality Assurance Intern. This remote position offers a unique opportunity...

  • Lead - Marketing & Digital Services

    2 months ago

    Manama, Bahrain A J A DIGITAL ADVERTISING AND CONSULTANCY W.L.L Full time

    We are looking for a dynamic **Lead, Marketing & Digital Services** to drive key initiatives across our business operations, focusing on digital transformation, customer experience, and strategic communications. In this role, you will: **Marketing** - Develop an overall communication strategy and roadmap, with a focus on digital media, to contribute to the...

  • QA Specialist

    4 months ago

    Manama, Bahrain Novel Overseas Corporation Full time

    **Job Role Overview**: The position appears to focus on managing, optimizing, and supporting various payment processing systems, messaging standards, and trade finance products. This includes ensuring compliance with regional financial regulations, handling cross-border transactions, and managing complex financial messaging formats (SWIFT and ISO). **Key...

  • Social Media Marketing Specialist

    7 months ago

    Manama, Bahrain Dar Maysaa Salon and Spa Full time

    As a Social Media Marketing Specialist, you will be responsible for developing and implementing social media strategies (Instagram, Tik Tok, YouTube, Google) to increase brand awareness, drive website traffic, and generate leads. You will have the opportunity to work closely on our marketing platforms, as well as create new platforms, to create compelling...

  • Sales and Marketing Specialist

    3 weeks ago

    Manama, Bahrain International Bureau for Education and Expats Affairs Services Full time

    Sales and Marketing Specialist / Partner Needed!! **About Us**: We are a Start Up Education Agent and Studying abroad office based in Egypt (No other branches), Providing Education services to clients interested in studying, work and live abroad. We are working with a professional team and international Education and Migration Agents. We are looking for an...

  • Quantity Assurance

    2 months ago

    Manama, Bahrain PremierQ Sports and Recreation Full time

    PremierQ is a leading provider of sports and recreational contracting services, dedicated to creating state-of-the-art facilities that enhance the sporting and recreational experience. With a commitment to quality, innovation, and client satisfaction, we are seeking a dynamic and results-driven QA/ QC Engineer to join our team. **Responsibilities** -...

  • Junior Quality Assurance Engineer

    2 months ago

    Manama, Bahrain Talent Pal Full time

    **Company Description** With over 300 customers in over 90 countries, 01 Systems provides state of the art solutions and services - For both the financial and non-financial sectors - in the areas of Digital Transformation, Signature Management Solution, Electronic Signature, Paperless Workspace Solution, Digital Document Management, Digital Mobile Onboarding...

  • Junior Quality Assurance Engineer

    7 months ago

    Manama, Bahrain 01 Systems Full time

    **Company Description** With over 300 customers in over 90 countries, 01 Systems provides state of the art solutions and services - For both the financial and non-financial sectors - in the areas of Digital Transformation, Signature Management Solution, Electronic Signature, Paperless Workspace Solution, Digital Document Management, Digital Mobile Onboarding...

  • Senior Architect

    2 weeks ago

    Manama, Bahrain Parsons Full time

    **Senior Architect** **Bahrain** **What You’ll Be Doing** - Able to think creatively about the use of space, color, and movement. Effective presenter with the ability to persuade in communicating a design idea. - Programming Space planning 2D & 3D presentations, Mood boards Preparing specifications Detail-oriented Project coordination Technical design...

  • Senior Architect

    2 weeks ago

    Manama, Bahrain Parsons Full time

    **Senior Architect/Planning Engineer** **Bahrain** **What You’ll Be Doing** - Able to think creatively about the use of space, color, and movement. Effective presenter with the ability to persuade in communicating a design idea. - Programming Space planning 2D & 3D presentations, Mood boards Preparing specifications Detail-oriented Project coordination...

  • Sublimation Printing Specialist

    7 months ago

    Manama, Bahrain Ignite Software and Design Full time

    **Responsibilities**: - Perform sublimation printing on various products, including mugs, t-shirts, puzzles, etc., ensuring high quality prints and accurate color reproduction. - Operate and maintain heat press machines and other related equipment to achieve desired results. - Prepare artwork files for sublimation printing, including color separation and...

  • Sublimation Printing Specialist

    7 months ago

    Manama, Bahrain Ignite Software and Design Full time

    **Job Summary**: **Responsibilities**: - Perform sublimation printing on various products, including mugs, t-shirts, puzzles, etc., ensuring high quality prints and accurate color reproduction. - Operate and maintain heat press machines and other related equipment to achieve desired results. - Prepare artwork files for sublimation printing, including color...

  • Quality Assurance Representative

    7 months ago

    Manama, Bahrain Amentum Full time

    The USMC MQ-9 CLS Quality Assurance Representative is a highly qualified aircraft mechanic or aircraft avionics technician with experience in quality processes and procedures. This position supports fulfilling inspection, documentation, and reporting requirements of the Quality Management System (QMS) as well as the ability to perform direct, hands-on...

  • IT Specialist

    7 months ago

    Manama, Bahrain U.S. Army Military Surface Deployment and Distribution Command Full time

    **Duties**: - Serves as the Information Management Officer (IMO) and Information Systems Security Officer (ISSO) with responsibility for coordinating and administering the Battalion’s Information Technology (IT) requirements. - Responsible for network configuration and communications circuits that allow battlefield commanders to effectively plan and...