Job Description
Company Description
Xceed is a leading multilingual Business Process Outsourcing Service provider in the EMEA region with a capacity of over 10,000 web-enabled multi-channel stations. With a global reach, Xceed operates in Egypt, Morocco, Mauritius, UAE, and Saudi Arabia, managing outsourcing agreements in 10 different languages for various government and commercial accounts. Xceed provides an array of services, including inbound and outbound services, back-office support, recruitment process outsourcing, and helpdesk support. Recognized for its exceptional achievements, Xceed has received numerous global awards for excellence in outsourcing, customer experience, diversity, and sustainability. The company holds multiple international certifications for its innovative operations, quality management, and commitment to sustainability.
Role Description
This is a full-time, on-site role located in Qesm El Maadi for a Quality Monitoring Specialist within the call center team for GSM accounts. The role involves monitoring and evaluating calls to ensure compliance with quality standards, identifying areas for improvement, and providing detailed feedback to improve service delivery. The Specialist is responsible for performing quality audits, generating reports, and collaborating with team members and supervisors to improve customer experience and meet performance goals.
Qualifications
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.
