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.
