Call Center Quality Control Officer

1 day ago

Alexandria, Alexandria, Egypt Alex Outsource Full time

Monitor and evaluate inbound and outbound calls to ensure adherence to quality standards and company policies.

Conduct regular audits of call center interactions to identify areas for improvement and ensure compliance with regulatory requirements.

Develop and implement quality control processes and checklists tailored to call center operations.

Provide detailed feedback and coaching to call center agents to enhance performance and customer satisfaction.

Prepare and present comprehensive quality reports and analysis to management, highlighting trends and actionable insights.

Collaborate with training teams to design and deliver targeted training sessions based on quality assessment outcomes.

Identify recurring issues and recommend process improvements to optimize operational efficiency.

Maintain up-to-date documentation of quality control procedures and ensure consistent application across teams.

Assist in the development and revision of call scripts and guidelines to align with best practices.

Participate in calibration sessions with supervisors and stakeholders to ensure consistency in quality evaluations.

Desired Candidate Profile

Bachelor s degree or equivalent experience in a related field.

4-6 years of proven experience in call center quality control, quality assurance, or a similar role.

Strong understanding of call center operations, metrics, and industry best practices.

Excellent analytical and problem-solving skills with keen attention to detail.

Outstanding communication and interpersonal abilities for effective feedback delivery.

Proficiency in using quality monitoring tools and call recording systems.

Ability to work independently and collaboratively in a fast-paced, office-based environment.

Demonstrated ability to handle confidential information with integrity.

Strong organizational skills and the ability to manage multiple priorities.

Commitment to continuous improvement and professional development.

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