Monitoring specialist

6 days ago

Cairo, Cairo, Egypt Xceed Full time 30,000 - 40,000 per year

call center quality specialist's job description includes monitoring and evaluating agent interactions (calls, chats, emails) to ensure adherence to company standards and compliance with policies. Key duties involve analyzing performance data to identify trends, providing constructive feedback to agents, and collaborating with training teams to develop targeted improvement programs. They also report on service quality, participate in calibration sessions for consistent evaluation, and assist in updating quality assurance processes.

Core responsibilities

Monitor and evaluate performance: Assess agent interactions across various channels like calls, chats, and emails against quality scorecards and procedures.

Provide feedback and coaching: Deliver constructive, actionable feedback to agents to help them improve performance and address skill gaps.

Analyze data and trends: Track key metrics (e.g., CSAT, FCR) and analyze data to identify recurring issues, trends, and areas for improvement.

Ensure compliance: Verify that interactions comply with internal policies, regulatory requirements, and data privacy standards.

Collaborate with other teams: Work with supervisors and trainers to discuss performance, ensure consistency in evaluations (calibration sessions), and develop training materials based on quality review findings.

Report on quality: Prepare and present regular reports to management on service quality performance and key findings.

You must have

  • at least 6 months experience with quality and monitoring. as a permanent position or any similar tasks.

  • 1 year GSM/telecom call center or customer service experience

  • B2 English level

  • Quality monitoring specialist

    6 days ago

    Cairo, Cairo, Egypt Xceed Full time 60,000 - 120,000 per year

    Xceed is hiring Quality monitoring Specialist- (Call Center/GSM)Requirements:-English level B2-Quality experience as Quality for 1 year. Call Center and GSM Mobile background-Experience in the telecom industry (Accounts) is a must-COPC awareness and knowledge

  • Quality Monitoring Specialist

    6 days ago

    Cairo, Cairo, Egypt Xceed Full time 60,000 - 120,000 per year

    Role Description :This is a full-time Quality Specialist role based in Maadi, Egypt, at Xceed. The Quality Specialist will be responsible for monitoring and evaluating inbound, outbound, and back-office services to ensure compliance with quality standards. Daily tasks include conducting quality assessments, providing feedback to agents, and analyzing...

  • GSM - Customer Service Monitoring specialist

    6 days ago

    Cairo, Cairo, Egypt Xceed Full time 20,000 - 30,000 per year

    we are looking for a quality specialist to monitor callsYOU MUST HAVE :Telecom - gsm industry experience as a call center and customer care representativeQuality role or tasks in call center industry-B2 English level

  • Accounts & Transaction Monitoring Specialist

    4 days ago

    Cairo, Cairo, Egypt Dopay Full time $2,000 - $15,000 per year

    About dopaydopay is transforming payroll and financial services for businesses and their employees. By providing a seamless payroll payments solution with instant access to salaries via dopay prepaid cards, we help businesses move away from cash payments while being at the forefront of financial inclusion.About the RoleWe are seeking an Accounts &...

  • Monitoring and Evaluation Officer

    6 days ago

    Cairo, Cairo, Egypt ICARDA; International Center for Agricultural Research in the Dry Areas Full time 40,000 - 80,000 per year

    Reports to: Monitoring, Evaluation and Learning (MEL) SpecialistLocation:At any of ICARDA's duty stationsMain Purpose of the positionTo coordinate the implementation of a robust M&E framework, ensuring effective data collection, analysis, and reporting.About The C4RPWC ProgramThe Consortium for Red Palm Weevil Control (C4RPWC) Program is a three-year...

  • Monitoring and Evaluation Officer

    6 days ago

    Cairo, Cairo, Egypt ICARDA Full time 30,000 - 60,000 per year

    Reports to: Monitoring, Evaluation and Learning (MEL) SpecialistLocation: At any of ICARDA's duty stationsMain Purpose of the positionTo coordinate the implementation of a robust M&E framework, ensuring effective data collection, analysis, and reporting.About the C4RPWC programThe Consortium for Red Palm Weevil Control (C4RPWC) Program is a three-year...

  • Quality Monitoring Specialist b2 English

    4 days ago

    Cairo, Cairo, Egypt Xceed Full time 28,800 - 45,000 per year

    Xceed is hiring Quality Specialist- (Call Center/GSM)Requirements: -English level B2-Quality experience as Quality for 1 year. Call Center and GSM Mobile background -Experience in the telecom industry (Accounts) is a must -COPC awareness and knowledge

  • Junior Media Monitoring Specialist

    6 days ago

    Cairo, Cairo, Egypt TheDar Full time 15,000 - 30,000 per year

    Company DescriptionTheDar.AI offers an Arabic-First Media Monitoring Copilot system for Brand Managers, Marketers & PR Professionals at leading agencies & enterprises in MENA. With the AI Copilot, users are able to enhance their daily productivity by up to 80% through finding innovative ways to truly understand brand & audience perception for their products...

  • Monitoring Specialist

    6 days ago

    Cairo, Cairo, Egypt Linrco Full time 30,000 - 36,000 per year

    Company DescriptionWe suggest you enter details here.Role DescriptionThis is a full-time, on-site HR Quality role located in Cairo, Egypt. The role involves overseeing and maintaining HR policies and procedures, managing employee benefits programs, and supervising personnel management processes. Responsibilities include ensuring HR compliance with...

  • Planning Specialist

    6 days ago

    Cairo, Cairo, Egypt CIRA Pharma Full time 80,000 - 120,000 per year

    CIRA Pharma Is Hiring a Planning Specialist to join Us at Our Supply Chain Sector.Location: Badr City FactoryPosition: Planning Specialist𝐑𝐞𝐬𝐩𝐨𝐧𝐬𝐢𝐛𝐢𝐥𝐢𝐭𝐢𝐞𝐬:Plan and manage materials requirements to ensure production continuity.Maintain optimal inventory levels and monitor stock availability.Coordinate with...