Quality Assurance Specialist

1 month ago


Giza, Egypt Future Group Egypt Full time
  • Verify that agents are providing accurate solutions to customers
  • Record evaluations utilizing departmental quality monitoring forms
  • Deliver coaching feedback to supervisors and/or agents on call and email performance
  • Provide Supervisors and Managers with regular performance feedback on the agents
  • Prepares and analyzes quality reports for Management review
  • Perform root cause analysis and report to management
  • Participate in development of reference documents to drive quality improvement
  • Participates in the design of quality monitoring forms and quality standards
  • Conducting Calibration sessions with supervisors and management
  • Conducting counter audits to ensure Sage is calibrated
  • Transcribing calls for management and/or legal
  • Perform any other duties as assigned

Key Requirements:

  • Exceptional listening and analytical skills
  • Detail oriented
  • Flexible
  • Attention to details
  • Teamwork
  • Work effectively with minimal supervision.
  • English language Fluency is a must.
  • Minimum 1 year of experience in QA, especially in call center.
  • Experience developing and implementing QA programs is highly preferred
  • Strong written and verbal communication skills. Excellent grammar, spelling, and sentence construction
  • Exceptional listening and analytical skills
  • Proficient in Word, Excel, and PowerPoint for presentations and reports required
  • Salesforce experience preferred
  • Able to sit or stand for frequent periods in the same location with some opportunity to


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