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This job expired on 26/08/2026. It no longer accepts applications.
Quality Assurance Team Leader
بنك التعمير والإسكان HD Bank · Le Caire
Job description
About the role
The Quality Assurance Team Leader will oversee the quality monitoring function for all customer calls and interactions, ensuring compliance with the bank’s standards and driving continuous improvement in service delivery.
Key responsibilities
- Monitor and evaluate employee performance on calls and other customer interactions.
- Prepare and submit periodic reports on service quality, individual and team performance.
- Analyze recorded calls to identify strengths, weaknesses and develop improvement plans.
- Participate in the creation and update of quality standards, policies and procedures.
- Provide ongoing feedback and coaching to staff to enhance performance.
- Supervise onboarding and training workshops focused on quality‑related skills.
- Ensure accurate use of the call recording system and CRM platform.
- Execute any additional tasks assigned by the manager or department head.
Required profile
- Bachelor’s degree in Commerce, Economics, Finance or a related field.
- Minimum of 3 years’ experience in a call‑center or customer‑service environment.
Required skills
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بنك التعمير والإسكان HD Bank
Le Caire