Quality monitoring specialist

1 day ago

Qesm El Maadi Cairo, Egypt Xceed Full time

Company Description

Xceed is a leading multilingual Business Process Outsourcing (BPO) service provider in the EMEA region, operating with over 10,000 web-enabled multi-channel stations. The company manages outsourcing agreements in 10 languages, serving key government and commercial accounts. With locations in Egypt, Morocco, Mauritius, UAE, and a new site in Saudi Arabia, Xceed offers a range of services, including inbound and outbound services, back-office support, infrastructure management, and recruitment process outsourcing. Recognized as one of IAOP's Best Global Outsourcing 100 companies and awarded for its sustainability, diversity, and customer-centric programs, Xceed strives for excellence in every aspect of its operations. Xceed holds prestigious certifications, such as ISO 9001 and ISO 22301, emphasizing its commitment to quality and business continuity.

Role Description

This is a full-time on-site role for a Quality Monitoring Specialist located in Qesm El Maadi. The Quality Monitoring Specialist is responsible for evaluating customer interactions, monitoring and auditing calls to ensure compliance with quality standards, and identifying opportunities for improvement. The role involves preparing detailed quality reports, offering constructive feedback to enhance customer experience, and collaborating with teams to develop and implement quality improvement initiatives. The position supports maintaining a high standard of service delivery aligned with organizational policies and client expectations.

Job Requirements
* Call Center experience is essential.

* GSM (Mobile knowledge) and Experience are a must, a minimum of 6 months.

* Experience in telecommunications companies is a must.

((Vodafone – Orange – EX WE- Etisalat Misr-  UAE – DU -AT&T - Verizon).

*Excellent in the English language.

* Experience as a Quality Analyst or similar role is a must.

* Strong computer skills and knowledge of QA databases and applications

Work location: Maadi

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