Job Overview
- Experience Level
- No experience needed
- Employment Type
- Full-time
- Workplace Type
- Not specified
- Location
- Cairo
- Job function
- Operations and Supply Chain
- Application Deadline
- 26 September 2025
About the Role
Conduct regular quality evaluations on customer service interactions (calls, emails, chat, etc.) in Arabic and English.
Monitor and assess agent performance in delivering consistent and high-quality service.
Provide constructive feedback and coaching to improve agent performance.
Develop and implement quality assurance strategies, focusing on service standards, customer satisfaction, and agent compliance.
Prepare detailed reports and analysis based on quality metrics to present to management.
Collaborate with training teams to develop materials and provide ongoing training based on quality results.
Stay updated on industry best practices and recommend process improvements.
Work closely with management and team leaders to identify areas of improvement and develop corrective action plans.
Handle customer complaints or escalations when necessary, ensuring timely and effective resolution.
Requirements
Proven experience in a Quality Assurance or Quality Specialist role, preferably in a call center or customer service environment.
Fluency in Arabic and English (written and spoken) is a must.
Strong attention to detail and excellent analytical skills.
Ability to assess and measure performance against established service standards.
Proficient in using quality monitoring tools and CRM software.
Strong interpersonal and communication skills, with the ability to provide clear, actionable feedback.
Ability to work independently and as part of a team in a fast-paced environment.
Familiarity with quality assurance methodologies and customer experience best practices.