The VOC Specialist will play a key role in gathering, analyzing, and reporting customer feedback to enhance service delivery and customer satisfaction in our Outsourcing/Offshoring operations. This position will work cross-functionally with various teams to implement changes based on insights derived from Voice of the Customer (VOC) data.

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Responsibilities:

· Develop and maintain VOC programs to capture customer feedback across multiple channels.
· Analyze customer feedback data to identify trends, pain points, and areas for improvement.
· Collaborate with operations, quality, and client management teams to ensure feedback is actionable and leads to service enhancements.
· Prepare and present VOC reports to stakeholders, highlighting key findings and recommendations.
· Conduct regular training sessions to educate staff on the importance of customer feedback and best practices for responding to VOC insights.

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Requirements:

· Bachelor's degree in Computer Science, IT, Engineering, Science, or a related technical field (preferred).
· Minimum 6 months of experience in customer experience, market research, or a related area, preferably in the outsourcing industry.
· Strong analytical skills with the ability to interpret complex data and translate it into actionable insights.
· Proficiency in VOC tools and customer feedback platforms (e.g., Qualtrics, Medallia, Survey Monkey) is a plus.
· Excellent communication and presentation skills to engage with stakeholders and deliver findings.
· English Proficiency: Minimum B1 (Intermediate) – B2 (Upper-Intermediate) preferred.
· Android phone user (required for internal attendance application).

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Compensation & Benefits:

· Net Salary: Up to 15,000 EGP (based on experience and English level).
· Fixed Shift: 9:00 AM – 6:00 PM.
· Social and Medical Insurance (company-paid).
· Company-provided transportation (pickup/drop-off from Maadi Thakanat Station).
· Paid training starting from the first payroll.
· Half-year performance bonus (up to double/triple salary).
· Loyalty allowance and annual salary increments.