About MBC Group:MBC Group is the leading satellite TV and radio network in the Middle East, offering a diverse portfolio of Arabic and international entertainment channels, along with managing the renowned Al Arabiya news channel. The Group also operates Shahid, the world’s leading Arabic streaming platform. Location: 6th of October City - Egyptian Media Production CityResponsibilities:• Develop, manage, and continuously improve the Quality Assurance framework across all support channels.• Monitor compliance with internal policies, customer handling standards, and regulatory requirements.• Own onboarding and continuous learning programs for Customer Support and Community Management teams.• Develop training materials, certification programs, and knowledge assessments.• Identify knowledge gaps through QA findings and customer feedback.• Partner with operations leaders to improve coaching effectiveness and employee capability.• Maintain an accurate, accessible, and up-to-date knowledge base.• Ensure product launches, policy updates, and process changes are reflected in customer support documentation.• Own the end-to-end Customer Satisfaction (CSAT) program across all customer support channels• Identify operational inefficiencies and lead improvement initiatives.• Analyze customer contact drivers and recommend process optimization.• Define and monitor Customer Excellence KPIs• Vendor Governance• Partner with outsourced service providers to ensure quality and training standards are consistently achieved.• Own the optimization of customer service workflows across all digital support channels• Design, review and optimize chatbot conversation flows to maximize containment rates while ensuring seamless escalation to live agents when required• Foster a culture of customer centricity, innovation, collaboration, and continuous improvement. Requirements:• 8+ years of experience in Customer Experience, Customer Support, Customer Insights, Community Management, or related fields.• 4+ years of experience leading and managing professional teams. Proven experience managing cross-functional customer-facing functions and initiatives.• Strong understanding of customer experience methodologies, customer journey mapping, service design, and customer-centric operating models.• Experience with Voice of Customer (VoC) programs and customer satisfaction measurement frameworks, including CSAT, NPS, and customer sentiment analysis.• Strong analytical skills with experience interpreting customer, operational, and business data to derive actionable insights.• Excellent communication, stakeholder management, facilitation, and presentation skills.• Experience within OTT, digital media, subscription services, or technology industries is preferred.
MBC GROUP is a leading Middle East-based pan-Arab media company operating free-to-air and pay-TV channels, the Shahid streaming platform, and radio stations. The group's content reaches viewers across the Arab world including Egypt.