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Quality Associate

4 weeks ago

القاهرة, Egypt Giza Systems EG Full time

**_Summary_**

The Job holder is responsible for assisting in the implementation, and maintenance of accreditation and quality standards, and processes to ensure compliance with quality principles and practices, also support liaise with a range of internal stakeholders involved in accreditation reviews and other accreditation processes.

**_ Main Responsibilities_**
- Assist, support and perform the target based on transaction quality monitoring and ensure accuracy and effectiveness.
- Monitor and raise violations for issues which impact customer and business and assure to be aligned with violations procedure.
- Support, track and assist on monitor corrective and preventive actions to ensure a proactive approach.
- Compile and write training material and conduct training sessions on quality control activities over operations employees repeated violations.
- Monitor, track and highlight quality issues in the calls and introduce corrective actions for all operation processes.
- Ensure, preserve and optimize calls outcomes meet customer expectations based on company objectives.
- Interpret and implement quality assurance standards and procedures.
- Assist in providing and sharing timely floor dipstick reports on new briefing and updates.
- Define, collect and share alerts whenever an opportunity related to quality, customer experience or cost are observed.
- Maintain confidentiality in all matters related to work and information.
- Perform any other duties assigned to him/her related to the nature of the work.

**Personal Skills**:

- Bachelor’s degree in business administration or any other related field.
- 1 year of experience as a quality specialist in the call center filed.
- Hands on experience with Microsoft Office.
- Knowledge of client and customer requirements.
- Excellent verbal and written communication skills
- Strong organizational and time-management skills

**Technical Skills**:
1. Excellent communication skills
2. Strong attention to detail
3. Proficiency in quality assurance processes
4. Ability to analyze and interpret data
5. Problem-solving skills
6. Familiarity with contact center technologies and systems
7. Ability to provide constructive feedback
8. Time management and organizational skills
9. Knowledge of customer service best practices
10. Ability to work effectively in a team environment

**Education**:
Business Administration

**Job Details**:
Job Location

Cairo, Egypt

Company Industry

Integration

Company Type

Employer (Private Sector)

Job Role

Customer Service and Call Center

Employment Status

Full time

Employment Type

Employee

Job Division

SEGY

Career Level

Mid Career

Years of Experience

Min: 1 Max: 3

Residence Location

Egypt

Nationality

Egypt

Degree

Bachelor's degree