Trainer – Direct Business Channel

Website Mashreq Bank

Job Description:

To ensure that customer experience with Telesales staff at , Remote tellers, insurance teams in UAE and different MGN locations is of a superior nature by continuously monitoring calls and providing feedback and related coaching to frontline liners in order to enhance service quality.

Job Responsibilities:

  • Provide feedback and suggestion on improving sales scripts to achieve quality requirements.
  • To track that offers made are fulfilled from end to end & check gaps in processes/ fulfillments/execution.
  • To measure staff overall level of quality and provide constant feedback / coaching to improve the same.
  • To monitor of calls and evaluate performance of Telesales staff and remote tellers with regards to the quality of their service and sales techniques.
  • To assist in evaluating overall quality of calls for the center and make necessary recommendations to raise the standard.
  • Overall responsibility of liaising with Service Quality, Card Service Centre, branches and other departments for receiving, follow-up and comments on customer complaints.
  • To assist in the capture and report of customer feedback towards continual product development and make recommendations for product / process improvements based on the customer experience and feedback.
  • Think creatively and challenge existing procedures to facilitate ongoing change based on customer feedback.

Job Requirements:

  • Computer literate.
  • University Graduate (preferably with some finance / banking or math’s component).
  • Excellent communication skills.
  • Analytical and conscious to detail.
  • Min 3 years’ experience in a sales / service environment (TELESALES / Call CENTER experience in an add), previous work in a role of Quality Assurance or Service Quality is an added advantage as well.
  • Proven excellent listening skills.

Job Details:

Company: Mashreq Bank

Vacancy Type: Full Time

Job Location: Dubai, United Arab Emirates

Application Deadline: N/A

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