Quality Call Consultant

Mashreq
Egypt
Workplace: OnsiteFull timeFunction: Consulting & AdvisoryExperience: 2+ yearsEducation: bachelorsSkills: ["Communication","Listening","Analytical thinking","Attention to detail","Positive attitude"]

Monitor contact center and complaints calls to ensure superior customer experience and evaluate staff performance on service quality and sales techniques. Conduct mystery shopping and assess overall call quality, then recommend improvements to service scripts and end-to-end fulfillment. Capture and report customer feedback to support continual product, process, and training improvements. Partner closely with QCC, team leaders, and service management in a governed contact center environment.

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FursaFursa
Mashreq
Mashreq
2 months ago

Quality Call Consultant

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Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live

Job Summary

Monitor contact center and complaints calls to ensure superior customer experience and evaluate staff performance on service quality and sales techniques. Conduct mystery shopping and assess overall call quality, then recommend improvements to service scripts and end-to-end fulfillment. Capture and report customer feedback to support continual product, process, and training improvements. Partner closely with QCC, team leaders, and service management in a governed contact center environment.
Location: Egypt
Workplace: Onsite
Employment Type: Full time
Job Function: Consulting & Advisory
Seniority: Mid level

Key Responsibilities

  • •Continuously monitor calls to evaluate staff performance on customer service and sales techniques and enhance service quality.
  • •Conduct mystery shopping to assess customer and staff satisfaction with the call experience.
  • •Assess overall call quality for the center and recommend actions to raise standards.
  • •Provide feedback and suggestions to improve service scripts to meet quality requirements.
  • •Track fulfillment of service promises end to end, identify process gaps, and recommend improvements based on customer feedback.

Key Requirements

  • •University graduate, preferably with a finance/banking or math-related component.
  • •Min 2 years of experience in a service environment, including at least 2 years in a call center.
  • •Previous experience in Quality Assurance or Service Quality is an added advantage.
  • •Excellent communication skills (Arabic/English) with proven listening skills.
  • •Strong analytical, detail-oriented, and computer-literate with a positive attitude, plus full knowledge of banking products, processes, and systems.
Experience:2+ yearsCall center
Education:Bachelor's
Skills:CommunicationListeningAnalytical thinkingAttention to detailPositive attitude
Languages:ArabicEnglish

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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