Quality Call Consultant.Egypt- Sphynx - Customer Experience.Client Experience and Conduct Group
Company: Mashreq
Role summary
Quality Call Consultant.Egypt- Sphynx - Customer Experience.Client Experience and Conduct Group is a full-time role at Mashreq in Egypt (on-site). Posted 2026-09-03. Experience level: 2-5.
- Job title
- Quality Call Consultant.Egypt- Sphynx - Customer Experience.Client Experience and Conduct Group
- Company
- Mashreq
- Location
- Egypt
- Work arrangement
- on-site
- Employment type
- full-time
- Category
- Sales
- Experience level
- 2-5
- Date posted
- 2026-09-03
Mashreq is looking for a detail-oriented Quality Call Consultant to join their Customer Experience team in Egypt. This full-time role offers a great opportunity to grow your career in client experience, with a focus on ensuring high standards in customer interactions. You'll be instrumental in maintaining and improving the quality of service provided.
Job description
To monitor of calls / chats and evaluate performance of staff with regards to the quality of their service and sales techniques.
To conduct mystery shopping to customers & staff to measure their overall satisfaction with the call experience.
To assist in evaluating overall quality of calls for the center and make necessary recommendations to raise the standard.
Provide feedback and suggestion on improving service scripts to achieve quality requirements.
To track that service promises made are fulfilled from end to end & check gaps in processes/ fulfillments/execution.
To assist in the capture and report of customer feedback towards continual product development and make recommendations for product / process improvements based on the customer experience and feedback.
Think creatively and challenge existing procedures to facilitate ongoing change based on customer feedback.
To work closely with QCC, team leaders and Unit Manager to make recommendations for training and dispel any ambiguity