Job Description

Senior Quality Assurance Specialist – Call Center

Location: Heliopolis, Cairo

We are looking for a detail-oriented and analytical Senior Quality Assurance Specialist to join our Call Center team and ensure the highest standards of customer interaction and service quality.

Requirements:

Minimum 3 years of experience in Quality Assurance within a Call Center / Contact Center environment.
Strong experience in Call Monitoring and Quality Evaluation.
Excellent understanding of Call Center KPIs and quality standards.
Strong analytical and problem-solving skills.
Excellent communication and reporting skills.
Strong attention to detail and ability to identify performance gaps.
Ability to provide constructive feedback and work closely with Operations and Training teams.

Key Responsibilities:

Monitor and evaluate inbound and outbound calls according to approved quality standards.
Conduct regular call audits and ensure accurate and consistent evaluations.
Identify quality gaps and recurring issues through call monitoring and data analysis.
Provide clear and constructive feedback to agents and Team Leaders.
Prepare daily, weekly, and monthly Quality Reports and performance analysis.
Track quality trends and highlight areas requiring improvement.
Conduct Root Cause Analysis (RCA) for recurring customer service and quality issues.
Coordinate with Operations and Training teams to develop corrective action plans.
Follow up on improvement plans and measure their effectiveness.
Ensure agents adherence to company policies, procedures, scripts, and service standards.
Support the development and continuous improvement of Quality Evaluation Forms and QA processes.
Participate in calibration sessions to ensure consistency and fairness in quality evaluations.

Compensation & Benefits:

Net Salary: EGP 15,000
Quarterly Incentives up to EGP 10,000
Career Growth Opportunities
Professional Work Environment

Location: Heliopolis

If you have strong Call Center Quality experience and a passion for improving customer experience and team performance, we'd love to hear from you.