GSM Quality Monitoring Specialist - B2/C1

Company Description

Xceed is the leading multilingual Business Process Outsourcing Service provider in the EMEA region with a capacity of over 10,000 web-enabled multi-channel stations. Xceed manages various outsourcing agreements with key government and commercial accounts in 10 different languages. The company has sites in Egypt, Morocco, Mauritius, UAE, and a new site in Saudi Arabia. Xceed offers services such as inbound and outbound services, back office services, infrastructure management, recruitment process outsourcing, helpdesk support, and social media analysis. Xceed has received numerous awards for their excellence in outsourcing, recruitment, and sustainability initiatives.

Role Description

This is a full-time, on-site role for a Quality Monitoring Specialist in Xceed's Qesm El Maadi location. The Quality Monitoring Specialist will be responsible for monitoring system performance, analyzing data to identify areas of improvement, and compiling reports. Additionally, the role involves maintaining communication channels with other departments, ensuring customer service quality standards are met, and conducting research to enhance service quality and performance.

Qualifications

• System Monitoring and Analytical Skills
• Excellent Communication and Interpersonal Skills
• 6M experience in Customer Service companies
• Experience in telecom companies is a must
• Attention to Detail and Problem-Solving Skillset
• Proficiency in Microsoft Office Suite
• Bachelor's degree in Business Administration, Information Technology, or a related field
• Prior experience as a Quality specialist or similar roles (6M experience)