Customer Engagement Specialist

About the role

The Customer Engagement Specialist will support our client’s banking operations by analysing customer interactions across voice, chat and email channels. The role focuses on extracting actionable insights using AI‑driven tools to improve key experience metrics such as CSAT, NPS and CES.

Key responsibilities

• Analyse large volumes of customer interaction data using AI platforms and Microsoft Copilot.
• Automate QA evaluation, scoring and classification of voice, chat and email contacts.
• Generate reports and dashboards that highlight sentiment, intent and service quality trends.
• Collaborate with business stakeholders to identify improvement opportunities and support decision‑making.

Required profile

• Bachelor’s degree in Business Administration, Marketing, Quality or a related field.
• 2–3 years of experience in customer insights, survey management or QA monitoring.
• Prior exposure to banking or financial‑services environments is preferred.
• Fluent English; Arabic is an advantage.

Required skills

• Microsoft Excel (pivot tables, charts, formulas, basic data analysis).
• Customer survey tools.
• QA monitoring tools and methodologies.
• Basic Power BI or other data‑visualisation tools.
• Knowledge of Finacle or similar banking systems.
• Experience with AI‑based QA and VOC platforms.
• Proficiency in Microsoft Copilot and prompt‑engineering techniques.