Quality Call Consultant

Mashreq
Egypt
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 2+ yearsEducation: bachelorsSkills: ["Communication","Listening","Analytical thinking","Attention to detail","Positive attitude"]

Continuously monitor contact center/complaints calls to ensure superior customer experience. Evaluate staff performance on service quality and sales techniques, conduct mystery shopping, and analyze call quality to identify gaps. Provide actionable feedback to frontline teams, suggest improvements to service scripts, and track end-to-end fulfillment of service promises. Partner with QCC, team leaders, and service management to recommend training and drive ongoing process improvements based on customer feedback.

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FursaFursa
Mashreq
Mashreq
1 month ago

Quality Call Consultant

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live
Reposted: similar role first listed 1 month ago

Job Summary

Continuously monitor contact center/complaints calls to ensure superior customer experience. Evaluate staff performance on service quality and sales techniques, conduct mystery shopping, and analyze call quality to identify gaps. Provide actionable feedback to frontline teams, suggest improvements to service scripts, and track end-to-end fulfillment of service promises. Partner with QCC, team leaders, and service management to recommend training and drive ongoing process improvements based on customer feedback.
Location: Egypt
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Continuously monitor calls and evaluate staff performance for service quality and sales techniques.
  • •Conduct mystery shopping to measure customer and staff satisfaction with the call experience.
  • •Evaluate overall call quality for the center and recommend actions to raise service standards.
  • •Provide feedback and suggestions to improve service scripts and ensure quality requirements are met.
  • •Track end-to-end fulfillment of service promises and identify gaps in processes, fulfillments, and execution; recommend product/process improvements based on customer feedback.

Key Requirements

  • •University graduate with some finance/banking or math component.
  • •Min 2 years’ experience in a service environment (including at least 2 years in a call center); Quality Assurance or Service Quality experience is a plus.
  • •Excellent communication skills (Arabic/English speaking).
  • •Proven excellent listening skills and strong attention to detail.
  • •Computer literate with full knowledge of bank products, processes, and system information.
Experience:2+ years
Education:Bachelor's in Finance / banking or math component
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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