Job Responsibilities
- Regularly visit EGBANK branches to monitor and ensure that quality standards are upheld and continuously improved across all customer service activities, aiming to enhance customer satisfaction.
- Discuss the findings from each visit with relevant stakeholders and provide guidance on improving EGBANK’s image and service level.
- Submit collected data after each visit to the Quality Assessment Unit Head for validation, discuss findings, and recommend corrective actions.
- Collaborate with the Reporting and Analysis Specialist to ensure that quarterly quality assurance reports reflect accurate results from branch visits.
- Continuously monitor the mystery shopper portal to identify and address any gaps or concerns as they arise to improve customer satisfaction levels.
- Adhere to and follow the department’s approved policies and procedures, ensuring work is executed in a controlled manner.
- Oversee daily operations related to your role in the department to ensure consistent workflow.
- Comply with all relevant regulations from the Central Bank of Egypt (CBE), banking laws, AML regulations, as well as internal EG Bank policies and the code of conduct to maintain the bank’s legal standing and mitigate potential risks.
Qualifications and Experience
- A university degree in Business Administration, Accounting, Commerce, or a related field.
- Minimum of 4 years of experience in the banking industry or at a leading institution.
- Six Sigma Certification is considered an advantage.
Skills
- Strong command of both English and Arabic (written and spoken).
- Excellent communication skills.
- Exceptional planning and organizational abilities.
- Strong presentation and analytical skills.
- Keen attention to detail.
- Proficient in computer applications.