Customer Experience Coach & Service Quality Lead

Mashreq Corporate & Investment Banking Group; Dubai; On-site; AED 100,000 - 145,000; Full time

Job summary

Mashreq Corporate & Investment Banking Group is seeking a telesales QA/Coach in Dubai to monitor calls, coach frontline staff, and ensure top-quality customer service. The role requires a university graduate with finance/banking or maths exposure and excellent communication skills.

You will manage a team, set and pursue targets, and contribute to overall service excellence. The ideal candidate demonstrates strong listening, analytical ability, and a positive attitude, with computer literacy and

Qualifications

• University graduate with finance, banking or maths component preferred.
• Excellent listening and communication skills.
• Analytical and detail-oriented with strong numerical ability.
• Computer literate with proficiency in banks' products and systems.

Responsibilities

• Monitor calls from telesales teams across UAE to ensure superior customer experience.
• Provide feedback and coaching to frontline staff to improve service quality.
• Lead team to achieve targets and implement strategies to meet objectives.
• Evaluate performance and maintain high productivity and efficiency.

Education

University Graduate

Job description

Mashreq Corporate & Investment Banking Group is seeking a telesales QA/Coach in Dubai to monitor calls, coach frontline staff, and ensure top-quality customer service. The role requires a university graduate with finance/banking or maths exposure and excellent communication skills.

You will manage a team, set and pursue targets, and contribute to overall service excellence. The ideal candidate demonstrates strong listening, analytical ability, and a positive attitude, with computer literacy and