Quality Call Consultant.Egypt- Sphynx - Customer Experience.Client Experience and Conduct Group

Mashreq
Egypt
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementSkills: ["Call monitoring","Chat monitoring","Quality evaluation","Mystery shopping","Customer feedback analysis"]

Monitor calls and chats to evaluate staff performance against service quality and sales techniques. Conduct mystery shopping to measure customer satisfaction with call experiences. Assess call quality for the center, recommend improvements, and provide feedback to enhance service scripts. Track end-to-end fulfillment of service promises, capture customer feedback, and recommend product and process changes based on customer experience. Collaborate with QCC, team leaders, and the Unit Manager to improve training and clarify processes.

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FursaFursa
Mashreq
Mashreq
3 days ago

Quality Call Consultant.Egypt- Sphynx - Customer Experience.Client Experience and Conduct Group

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Source: Company careers pageValidated by: Fursa AI
Last checked: 11 hours agoStatus: Live

Job Summary

Monitor calls and chats to evaluate staff performance against service quality and sales techniques. Conduct mystery shopping to measure customer satisfaction with call experiences. Assess call quality for the center, recommend improvements, and provide feedback to enhance service scripts. Track end-to-end fulfillment of service promises, capture customer feedback, and recommend product and process changes based on customer experience. Collaborate with QCC, team leaders, and the Unit Manager to improve training and clarify processes.
Location: Egypt
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management

Key Responsibilities

  • •Monitor calls and chats to evaluate staff performance against service quality and sales techniques.
  • •Conduct mystery shopping to customers and staff to measure overall satisfaction with the call experience.
  • •Evaluate overall quality of calls for the center and provide recommendations to raise the standard.
  • •Provide feedback and suggestions to improve service scripts to meet quality requirements.
  • •Track fulfillment of service promises end to end, capture customer feedback, and recommend product and process improvements.

Key Requirements

Skills:Call monitoringChat monitoringQuality evaluationMystery shoppingCustomer feedback analysis

Company Brief

Mashreq
Mashreq Bank is a UAE-headquartered full-service bank offering retail, corporate, Islamic and digital banking, treasury, and capital markets services across the Middle East and internationally.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Dubai, United Arab Emirates
Founded: 1967
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