Nancy Nabil
About Nancy Nabil
Nancy Nabil serves as the Quality Assurance Unit Head for the Contact Centre at the National Bank of Egypt, bringing over 18 years of experience in customer service and quality assurance across various sectors, including telecommunications and international education.
Work at National Bank of Egypt (NBE)
Nancy Nabil has been serving as the Quality Assurance Unit Head at the National Bank of Egypt (NBE) since 2020. In this role, she oversees the quality assurance processes within the Contact Centre, ensuring that customer service standards are met and maintained. Her tenure at NBE has lasted for four years, during which she has applied her extensive experience in quality assurance to enhance customer interactions and service delivery.
Previous Experience at British Council
Before joining NBE, Nancy Nabil worked at the British Council as the Head of Customer Service in Egypt from 2018 to 2020. In this position, she was responsible for managing customer service operations and improving service quality. Additionally, she held the role of Quality Monitoring and Evaluation Manager for the Middle East and North Africa region from 2016 to 2018, where she focused on quality assurance and evaluation processes.
Career at Orange Egypt
Nancy Nabil's career at Orange Egypt spanned several roles from 2005 to 2015. She began as a Senior Representative in the Call Centre and progressed to become a Call Centre Team Leader. She also served as the CRM Operation Monitoring Team Leader, focusing on quality monitoring within customer service. Her experience at Orange included a brief role as a Credit and Collection Analyst in 2007.
Education and Expertise
Nancy Nabil holds a Bachelor’s degree in Business/Commerce from Cairo University, which she completed from 2000 to 2004. She further enhanced her qualifications with a Diploma in Human Resources Management and Services from Brilliance Business Schools in 2014. Her educational background, combined with her extensive work experience, has equipped her with strong analytical skills and expertise in coaching and mentoring.
Achievements in Quality Assurance
Throughout her career, Nancy Nabil has developed a proven track record in customer relationship management, which is essential for her role in quality assurance at a contact centre. Her leadership in managing quality assurance teams is supported by her strong analytical skills and her ability to coach and mentor team members, contributing to improved service quality and customer satisfaction.