Our Job Offers

Grade: 9

Eligible Applicants:

• Passed 9 months in their last account/project.
• No Active Misconducts.
• Top Quartile in the last 3 months of their KPIs.
• Grades 8 & 9 are only eligible to apply

INTERPERSONAL SKILLS:  Result Orientation - Operational Awareness - Building Networks - Coaching & Mentoring - Customer Centricity

Technical Skills: Communication skills - Negotiation Skills – Relations Management

Language: English level C1

KEY RESPONSIBILITIES

• Track project’s adherence to target and process; escalate gaps as needed.
• Review all related metrics to enhance results and recommend solutions.
• Ensure all targets are being followed and evaluate the performance accordingly.
• Ensure failures and potential failures are reviewed and action plans are set.
• Ensure all quality-related metrics are being analyzed and variations are minimized.
• Oversee all activities of own team to ensure high-performance levels and efficient implementation of procedures.
• Responsible for all business reviews with clients and internal stakeholders to ensure all actions are in place.
• Analyzing and correlating C-sat and Quality Data to provide a root cause for the needed KPIs.
• Meet with stakeholders to provide an effective action plan.
• Following up on the action plan fulfillment, accuracy, and Impact.
  

Location: Maadi

Grade: 7

Department: Operational Supporting Functions 

Interpersonal skills: Ownership - Functional Skills - Ideas presentation and taking initiative - Customer Centricity - Continuous Learning.

Technical skills: Coaching Skills - QA Focus  

Language: English level B2

Eligible Applicants:

• Passed 9 months in their last account/project.
• No Active Misconducts.
• Top Quartile in the previous 3 months of their KPIs.
• Achieved quality Figures for their Accounts in the previous 3 months.

Key Responsibilities:

• Carrying on the surveys needed to capture end-users feedback or any other different transactions required.
• Recommend enhancement of the tools used (sample size, questionnaire, applicable transactions.. et).
• Keep records of customer interactions, process customer accounts, and file documents.
• Accept responsibility for meeting conducted targets; and track daily indicators concerning the quality of service.
• Increase the effectiveness of delivering the service; validate and justify whenever any indicator is showing a wide variation or not meeting the benchmark.
• Flag issues and concerns that require escalation and share the validation regarding any solutions that might enhance the end user experiences.
• Validating C-sat and providing the reason of the D-sat / C-sat based on the calibration. 
• Following up on the project's action plan to ensure fulfillment is done accurately.

GRADE: 6 

DEPARTMENT: Supporting Functions 

SUB-FUNCTION: Quality 

LINE OF BUSINESS: Raya Customer Experience 

REPORTING TO: Specialist 

 KEY RESPONSIBILITIES 

1. Carrying on the surveys needed to capture end users feedback or any other different transactions required 

2. Recommend enhancement of the tools used (sample size, questionnaire, applicable transactions.. et)

3. Keep records of customer interactions, process customer accounts and file documents 

4. Accept responsibility for meeting conducted targets; and track daily indicators concerning the quality of service.

5. Increase effectiveness of delivering the service; validating and justifying whenever any indicator is showing a wide variation or not meeting the benchmark

6. Flag issues and concerns that require escalation and share the validation regarding any solutions that might enhance the end user experiences

7. Validating C-sat and providing the reason of the D-sat / C-sat based on the calibration. 

8. Following up on the project's action plan to ensure fulfillment is done accurately. 

INTERPERSONAL SKILLS Ownership - Functional Skills - Ideas presentation and Taking initiative - Continuous Learning - Customer Centricity 

TECHNICAL SKILLS Analytical – Computer

Location: Crystal Plaza

Grade: 7

Eligible Applicants:

• Passed 9 months in their last account/project.
• No Active Misconducts.
• Top Quartile in the last 3 months of their KPIs.
• Archived Quality Figures of their Accounts in the last 3 months.

INTERPERSONAL SKILLS: 

• Ownership
• Functional Skill
• Continuous Learning
• Customer Centricity
• Ideas presentation and Taking initiative
• Presentation skills
• Results-oriented 

Language: English level B1

KEY RESPONSIBILITIES

• Carrying on the surveys needed to capture end-users feedback or any other different transactions required.
• Recommend enhancement of the tools used (sample size, questionnaire, applicable transactions.. et).
• Keep records of customer interactions, process customer accounts, and file documents.
• Accept responsibility for meeting conducted targets; and track daily indicators concerning the quality of service.
• Increase the effectiveness of delivering the service; validate and justify whenever any indicator is showing a wide variation or not meeting the benchmark.
• Flag issues and concerns that require escalation and share the validation regarding any solutions that might enhance the end user experiences.
• Validating C-sat and providing the reason of the D-sat / C-sat based on the calibration. 
• Following up on the project's action plan to ensure fulfillment is done accurately.

GRADE: 7 

BAND: Senior Professionals & Professionals 

DEPARTMENT: Supporting Functions 

SUB-FUNCTION: Quality 

LINE OF BUSINESS: Raya Customer Experience 

REPORTING TO: Specialist 

KEY RESPONSIBILITIES 

 Carrying on the surveys needed to capture end users feedback or any other different transactions required

 Recommend enhancement of the tools used (sample size, questionnaire, applicable transactions.. et)

 Keep records of customer interactions, process customer accounts and file documents 

 Accept responsibility for meeting conducted targets; and track daily indicators concerning the quality of service.

 Increase effectiveness of delivering the service; validating and justifying whenever any indicator is showing a wide variation or not meeting the benchmark

 Flag issues and concerns that require escalation and share the validation regarding any solutions that might enhance the end user experiences

 Validating C-sat and providing the reason of the D-sat / C-sat based on the calibration. 

 Following up on the project's action plan to ensure fulfillment is done accurately. 

INTERPERSONAL SKILLS: Ownership - Functional Skills - Ideas presentation and Taking initiative - Continuous Learning - Customer Centricity 

TECHNICAL SKILLS: Analytical – Computer

Location: Motamyez

Grade: 7

Eligible Applicants:

• Passed 9 months in their last account/project.
• No Active Misconducts.
• Top Quartile in the last 3 months of their KPIs.
• Archived Quality Figures of their Accounts in the last 3 months.

INTERPERSONAL SKILLS: 

• Ownership
• Functional Skill
• Continuous Learning
• Customer Centricity
• Ideas presentation and Taking initiative
• Presentation skills
• Results-oriented 

Language: English level C1

KEY RESPONSIBILITIES

• Carrying on the surveys needed to capture end-users feedback or any other different transactions required.
• Recommend enhancement of the tools used (sample size, questionnaire, applicable transactions.. et).
• Keep records of customer interactions, process customer accounts, and file documents.
• Accept responsibility for meeting conducted targets; and track daily indicators concerning the quality of service.
• Increase the effectiveness of delivering the service; validate and justify whenever any indicator is showing a wide variation or not meeting the benchmark.
• Flag issues and concerns that require escalation and share the validation regarding any solutions that might enhance the end user experiences.
• Validating C-sat and providing the reason of the D-sat / C-sat based on the calibration. 
• Following up on the project's action plan to ensure fulfillment is done accurately.

Title: Executive (Operational Training)- Task 

Grade: 6 

Department / Sub Department: Quality

Reporting To: Specialist

Key Responsibilities: 

• Carrying on the surveys needed to capture end users feedback or any other different transactions required 
• Recommend enhancement of the tools used (sample size, questionnaire, applicable transactions.. et) 
• Keep records of customer interactions, process customer accounts and file documents 
• Accept responsibility for meeting conducted targets; and track daily indicators concerning the quality of service. 
• Increase effectiveness of delivering the service; validating and justifying whenever any indicator is showing a wide variation or not meeting the benchmark 
• Flag issues and concerns that requires escalation and share the validation regarding any solutions that might enhance the end user experiences 
• Validating C-sat and providing the reason of the D-sat / C-sat based on the calibration. 
• Following up on the projects action plan to ensure fulfilment is done accurately.

Grade: 8

Location: ABS

INTERPERSONAL SKILLS: 

Ownership - Functional Skills - Ideas presentation and Taking initiative - Continuous Learning - Customer Centricity.

TECHNICAL SKILLS: 

Analytical – Computer.

LANGUAGE SKILLS:

English: B2

PROFESSIONAL EXPERIENCE:  2-3 years

KEY RESPONSIBILITIES:

• Monitor either remotely or on a recorded basis and evaluate agents, team leaders & Trainers' performance (script, data, process consistency, product knowledge, and behavior) for all transactions to ensure quality service.
• Implement quality assurance standards, evaluate the adequacy of quality assurance and standards
• Oversee all verification processes (Calibrations, Quizzes, tests or certifications & quality induction).
• Identify failures and potential failures to recommend action plans/preventive actions and communicate results with the concerned management.
• Identify quality variations from metrics and documents related to quality issues/cases.
• Validate and brief investigations team when required and ensure accurate meaningful reports are prepared within previously agreed timescales and support and advise project’s stakeholders in all issues relating to quality compliance
• Carry out the responsibility of gauge scoring for quality executives, team leaders, and trainers.
• Analyzing and correlating C-sat and Quality Data to provide a root cause for the needed KPIs
• Meet with stakeholders to provide an effective action plan 
• Following up on the action plan fulfillment, accuracy, and Impact