Key Duties/Responsibilities:

• Determine the agents quality standards by listening and studying inbound and outbound calls of Customer Onboarding Officers and Relationship Officers.
• Ensure the call satisfy the Company’s policies and standards.
• Prepare the reports of all monitored calls and provide feedback in writing in English to the Head of Compliance.
• Ensure proper level of customer service and quality is maintained by the employees while contacting clients.
• Monitor quality of services provided by the company and various departments.
• Liaise with Compliance Department to ensure adherence to regulatory requirements and standards and monitor adherence to rules, regulations and procedures.
• Assist in other compliance related tasks if necessary.
• QC reports.
• Prepare the Quality Control related reports from time to time, if and when requested by the Company.

 Key Skills/Experience:

• Fluency in Arabic and English, both written and verbal.
• Bachelor Degree.
• Excellent command of Microsoft Office (Word, Excel, etc.), as well as computer literacy.
• Excellent communication skills – verbal and written.
• Ability to work as part of the team.
• Attention to detail and target oriented.
• Proven experience in the field will be considered as an advantage.
• Ability to work under pressure in a fast-paced environment.
• Working permit in Cyprus.

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