Quality Specialist - GSM Call center B2 English Speaker

The Quality Specialist – GSM Call Center (B2 English Speaker) is a full-time, on-site role based in Cairo, Egypt.

This role is responsible for monitoring and evaluating GSM call center interactions to ensure adherence to quality standards, policies, and procedures. Day-to-day tasks include conducting call and case audits, assessing agent performance, identifying gaps in customer service delivery, and providing clear, constructive feedback to support continuous improvement. The Quality Specialist will analyze quality data, prepare reports, and collaborate with team leaders and operations management to implement corrective and preventive actions. The role also involves contributing to training needs identification, supporting calibration sessions, and helping maintain a consistent, high-quality customer experience aligned with Xceed's service objectives.

Qualifications:

• Strong analytical skills, including the ability to interpret performance reports, quality metrics, and customer feedback data.
• Proficiency in quality control and quality assurance practices within a call center or customer service environment.
• Experience in quality auditing, including monitoring calls, documenting findings, and recommending improvement actions.
• Excellent communication skills, with the ability to deliver clear, actionable feedback and collaborate effectively with cross-functional teams.
• B2 or higher English proficiency, with strong listening and writing skills suitable for international customer interactions and reporting.
• Previous experience in GSM telecommunications, contact centers, or BPO operations is highly beneficial.
• Good knowledge of customer experience principles and call center KPIs (e.g., NPS, CSAT, AHT, FCR).
• Ability to work on-site in Cairo, Egypt, manage priorities in a fast-paced environment, and maintain attention to detail under pressure.
• Familiarity with quality management frameworks and relevant tools or systems; intermediate MS Office skills (Excel, Word, PowerPoint) preferred.
• Diploma or bachelor's degree in business, communication, or a related field, or