Service Quality Manager.Egypt- Retail Customer Experience.Client Experience and Conduct Group-MBEGP

1. Quality Manager  For Call Center/Chatbot /Branches/Complaint/Sales and Retention Team

Key Responsibilities:

• Monitor and evaluate agent interactions to ensure compliance with service standards.
• Design and deliver onboarding and ongoing training for agents.
• Develop modules on customer service, systems usage, and compliance.
• Conduct role-play and simulation exercises to improve call handling.
• Monitor training effectiveness through KPIs like AHT, FCR, and CSAT.
• Collaborate with QA and operations to address performance gaps.
• Develop call quality scorecards and auditing frameworks.
• Provide coaching and feedback to improve agent performance.
• Analyze call data to identify trends and areas for improvement.
• Collaborate with training and operations teams to enhance service delivery.
• Ensure chatbot responses align with brand tone, accuracy, and compliance.
• Monitor chatbot performance metrics (e.g., resolution rate, fallback rate).
• Collaborate with AI/NLP developers to improve bot logic and training data.
• Conduct regular audits of chatbot conversations.
• Implement feedback loops for continuous improvement.
• Oversee complaint resolution processes to ensure regulatory compliance.
• Conduct root cause analysis and recommend corrective actions.
• Monitor complaint trends and report insights to leadership.
• Ensure timely and empathetic handling of escalated cases.
• Train staff on complaint handling protocols and customer empathy.
• Audit sales calls/emails to ensure compliance with sales scripts and ethics.
• Ensure accurate product/service representation.
• Develop quality KPIs for sales performance.
• Analyze churn data and identify quality gaps in retention efforts.
• Develop and implement retention QA frameworks.
• Collaborate with marketing and CX teams on loyalty initiatives.
• Train retention agents on best practices and empathy-driven communication.
• Develop and implement branch-level quality standards, policies, and procedures.
• Conduct regular audits and inspections to ensure compliance with operational and service standards.
• Monitor adherence to regulatory and internal compliance requirements.
• Identify trends, gaps, and areas for improvement.
• Collaborate with training teams to design and deliver quality-related training programs.
• Coach branch staff on best practices and service excellence.
• Work closely with CX teams to align quality initiatives with customer feedback and expectations.
• Lead root cause analysis for customer complaints and service failures.
• Recommend and implement corrective actions.
• Drive process improvement initiatives across branches.
• Facilitate workshops and brainstorming sessions to gather ideas from branch teams.
• Act as a quality ambassador across the network.
• Call Quality Scores: Maintain or improve average QA scores across agents.
• Compliance & Accuracy: Ensure adherence to scripts, policies, and regulatory standards.
• Customer Satisfaction (CSAT): Drive improvements through quality coaching.
• First Call Resolution (FCR): Reduce repeat contacts by improving resolution quality.
• Audit Completion Rate: Ensure timely and consistent evaluation of interactions.
• Bot Accuracy & Resolution Rate: Improve correct response rate and reduce fallback.
• Customer Experience Metrics: Enhance NPS or CSAT for chatbot interactions.
• Content Quality: Maintain tone, clarity, and relevance of bot responses.
• Error Rate Reduction: Identify and fix logic or training data issues.
• Feedback Loop Implementation: Ensure continuous improvement via user feedback.
• Resolution Time: Reduce average time to resolve complaints.
• Compliance & Regulatory Adherence: Ensure all complaints are handled per policy.
• Customer Recovery Rate: Improve satisfaction post-complaint.
• Escalation Management: Reduce unnecessary escalations through quality handling.
• Sales Compliance: Ensure ethical and accurate representation of products.
• Call/Interaction Quality: Maintain high standards in sales communication.
• Training Impact: Measure improvement post-coaching or QA feedback.
• Churn Rate Reduction: Support retention efforts through quality assurance.
• Retention Call Quality: Ensure agents use empathy and persuasive techniques.
• Win-Back Success Rate: Track effectiveness of retention strategies.
• Customer Loyalty Metrics: Improve NPS or repeat engagement.
• Feedback Integration: Use insights to refine retention approaches.
• Training Completion Rate: Ensure all agents complete required sessions.
• Knowledge Retention: Measure post-training assessments and performance.
• Behavioral Change: Track improvements in KPIs post-training.
• Training Satisfaction Score: Collect feedback from participants.
• Curriculum Relevance: Update content based on business needs and feedback.

Skills & Qualifications:

• Experience in contact center operations and QA tools.
• Strong analytical and communication skills.
• Familiarity with customer satisfaction metrics (e.g., CSAT, FCR).
• Understanding of conversational AI and chatbot platforms.
• Experience in digital customer service.
• Data analysis and QA testing experience.
• Strong knowledge of regulatory standards and customer rights.
• Experience in complaint management systems.
• Excellent problem-solving and conflict resolution skills.
• Experience in sales operations and performance management.
• Knowledge of CRM systems and sales analytics.
• Ability to coach and influence sales behavior.
• Experience in customer lifecycle management and retention strategies.
• Ability to lead cross-functional quality improvement initiatives.
• Strong facilitation and instructional design skills.
• Experience with call center technologies.
• Knowledge of customer lifecycle and retention analytics.
• Experience in coaching for emotional intelligence and persuasion.
• Ability to design personalized training paths.