About Tech Mahindra Egypt
Join Tech Mahindra Egypt, a fast-growing global delivery hub providing customer experience, operations, and digital business services to international clients. With two offices across Cairo and a capacity of 1,000+ employees, we offer a dynamic and multicultural environment where talent can learn, grow, and build rewarding careers.
As part of Tech Mahindra's global network spanning 90+ countries and 149,000+ professionals, you'll gain exposure to world-class clients, innovative technologies, and international best practices while delivering exceptional customer experiences.
Role Overview
We are looking for a Quality & Client Relationship Senior Specialist to support client governance, operational performance, quality management, and continuous improvement initiatives.
The role combines client relationship management with quality, business analytics, process improvement, and operational governance. The ideal candidate is highly analytical, comfortable working with data and performance metrics, and able to translate insights into practical improvements while maintaining strong relationships with internal and external stakeholders.
Key Responsibilities
Client Relationship & Governance
- Support customer governance models, communication plans, and stakeholder engagement frameworks.
- Coordinate customer communications and stakeholder engagement across multiple teams.
- Support customer review meetings, service reviews, and governance forums.
- Monitor service performance, contractual commitments, SLAs, and governance requirements.
- Maintain risk, issue, action, and decision registers.
- Build strong relationships with customers and internal stakeholders to ensure alignment and high levels of customer satisfaction.
- Support service transitions, operational readiness, and other client-related initiatives.
Quality & Operational Excellence
- Monitor operational and quality performance to identify gaps, risks, and improvement opportunities.
- Conduct Root Cause Analysis (RCA) and support corrective and preventive action plans.
- Develop, document, maintain, and continuously improve SOPs, workflows, quality standards, and operational processes.
- Support continuous improvement, process optimization, and operational efficiency initiatives.
- Identify opportunities to improve service quality, consistency, customer experience, and operational performance.
- Support quality governance, calibration, and performance improvement initiatives.
Business Analysis & Data Analytics
- Analyze operational, quality, and client performance data to identify trends, gaps, risks, and improvement opportunities.
- Develop and maintain KPI dashboards, reports, and business insights using Advanced Excel and Power BI.
- Track and report on operational KPIs, SLAs, performance objectives, and improvement initiatives.
- Conduct trend analysis, workflow reviews, gap analysis, and performance analysis.
- Translate data and analysis into clear, actionable recommendations for leadership and stakeholders.
- Prepare customer-facing and executive-level reports and presentations.
Process Improvement & Change Management
- Review existing processes and identify opportunities for standardization, automation, and efficiency improvement.
- Support implementation of process changes and operational transformation initiatives.
- Contribute to knowledge management, best-practice development, and continuous improvement programs.
- Collaborate with Operations, Quality, Delivery, Training, Sales/Presales, and other cross-functional teams to ensure effective implementation of improvements.
- Support change management initiatives and monitor the impact of implemented improvements.
Required Qualifications & Experience
- Bachelor's degree in business administration, Telecommunications, Information Technology, Engineering, or a related discipline.
- 4–7 years of relevant experience in Quality Assurance, Client Operations, Service Delivery, Business Analysis, Operational Excellence, Process Improvement, or a similar function.
- Strong experience in quality management, operational performance, and process improvement.
- Advanced proficiency in Microsoft Excel and strong experience with data analysis and reporting.
- Hands-on experience with Power BI and development of KPI dashboards.
- Strong understanding of RCA, gap analysis, process mapping, SOPs, and continuous improvement methodologies.
- Experience working with KPIs, SLAs, performance metrics, and governance frameworks.
- Strong stakeholder and client relationship management skills.
- Excellent analytical, presentation, communication, and problem-solving skills.
- Ability to work independently, manage multiple priorities, and collaborate effectively across functions.
- Strong attention to detail with the ability to translate complex information into clear business insights.
Preferred Experience
- Experience in Telecom, IT Services, Managed Services, Customer Operations, or Service Delivery environments.
- Experience supporting customer governance and executive-level business reviews.
- Exposure to process automation, digital transformation, or operational excellence initiatives.
- Experience working in a multicultural or multinational environment.
