Turkish Quality Assurance Specialist

14 hours ago

Qesm El Maadi Cairo, Egypt MICO WORLD MENA Full time

MICO WORLD
, a global leader in the social entertainment industry, operating platforms such as MICO, YoHo, TopTop, and SUGO. With a presence in over 150 countries and millions of active users, we focus on delivering high-quality user experiences through innovation, engagement, and operational excellence.

Role Overview

We are looking for a
Turkish-speaking Quality Assurance Specialist
to join our growing team in Maadi. This role focuses on monitoring and improving customer service quality for a
chat-based environment
. Prior experience in the live-streaming industry is
not required
.

Key Responsibilities

  • Monitor and evaluate Turkish customer service interactions (chat-based) against quality standards.
  • Conduct regular quality audits and provide detailed feedback to agents and team leaders.
  • Identify performance gaps, root causes, and areas for improvement.
  • Prepare quality reports, performance metrics, and trend analysis.
  • Collaborate with Team Leaders, Trainers, and Operations to improve overall service quality.
  • Support calibration sessions to ensure consistency in quality scoring.
  • Contribute to continuous improvement initiatives and best practice implementation.

Requirements

  • Fluent Turkish
    (written and spoken) is mandatory.
  • B1 level or higher in English
    .
  • 1–2 years of experience
    as a
    Quality Assurance Specialist
    OR
    Team Leader experience in the Customer Service industry.
  • Solid understanding of CS KPIs, quality frameworks, and evaluation methods.
  • Strong analytical skills and attention to detail.
  • Excellent communication, coaching, and feedback skills.
  • Experience in chat or digital support environments is a plus.

What We Offer

  • Competitive salary package.
  • Transportation allowance.
  • Social and medical insurance coverage.
  • Fixed shifts.
  • Career growth opportunities within a global organization.
  • Professional, supportive, and multicultural work environment.

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