Quality and Customer Insights Senior Specialist

About the role

The Quality and Customer Insights Senior Specialist will lead the effort to maintain high‑quality service standards across all customer touchpoints for Egypt’s first digital native bank. The role focuses on developing benchmarks, monitoring performance, and driving actions that enhance the overall customer experience.

Key responsibilities

• Develop and maintain quality thresholds and benchmarks for service delivery.
• Lead the Quality and Insights team in assessing interactions across calls, chats, social media, and service requests.
• Design and deliver training for new and existing contact‑center agents, covering soft skills, handling guidelines, and product knowledge.
• Monitor key performance indicators, report gaps against benchmarks, and initiate corrective actions.
• Run calibration sessions with supervisors to ensure consistent quality evaluation.
• Track and report Voice‑of‑Customer metrics such as CSAT, NPS, and post‑interaction surveys.
• Collaborate with cross‑functional stakeholders to identify issues and develop rectification plans.

Required profile

• Bachelor’s degree.
• Proven track record in customer support and experience management.
• Strong knowledge of quality standards and continuous improvement processes.

Required skills