Description

Job Description

MedNet Egypt is one of the leading managed care service organisations that cater to healthcare needs. We are looking for a skilled Senior Officer – Medical Customer Service (Quality) will be responsible for ensuring the delivery of high-quality customer service, monitoring and evaluation customer service interactions, identifying areas of improvement, and implementing quality assurance initiatives to enhance the overall customer experience.

Your Job:

• Review calls, emails, and chats to ensure compliance with quality standards and regulations.
• Design and maintain quality assurance initiatives to continuously elevate service delivery.
• Collect and interpret CSAT, tNPS, and FCR data to identify trends and improvement opportunities.
• Deliver constructive feedback to agents, guiding them to improve performance against QA benchmarks.
• Conduct targeted call evaluations to assess professionalism, accuracy, and policy adherence.
• Analyze QA metrics, prepare regular reports, and present actionable insights to management.
• Maintain accurate QA records, evaluation logs, and process documentation.
• Work with training teams to develop and deliver programs addressing identified performance gaps.
• Enforce adherence to internal policies, industry regulations, and QA standards.
• Propose and implement process optimizations, automation, and efficiency gains.
• Partner with cross-functional teams (Operations, IT, Claims, etc.) to align QA objectives with business goals.
• Proactively handle escalations related to fraud or compliance, ensuring timely resolution per company protocols.

Your Profile:

• Bachelor’s degree in Business Administration, Communications, or a related field.
• 2–4 years’ experience in customer service quality assurance (healthcare/TPA experience a plus).
• In-depth knowledge of QA methodologies, customer service best practices, and regulatory requirements.
• Strong analytical skills with the ability to interpret data and derive actionable insights.
• Meticulous attention to detail to ensure accuracy in evaluations and reporting.
• Excellent verbal and written communication for feedback delivery and stakeholder reporting.
• Technical proficiency with call center platforms, QA tools, and MS Office (Excel, Word, PowerPoint).
• Coaching and development skills to mentor agents and drive performance improvement.
• Adaptability & teamwork: Flexible, resilient, and able to collaborate effectively in a fast-paced environment.