Service Quality Manager.egypt - Retail Customer Experience.client Experience And Conduct Group - mbegp

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.