أخصائي مراقبة الجودة

Company Description Xceed is a leading multilingual Business Process Outsourcing (BPO) service provider in the EMEA region, operating more than 10,000 web-enabled multichannel stations. The company supports government and commercial clients in 10 languages through inbound, outbound, back-office, helpdesk, recruitment process outsourcing, infrastructure management, and social media analysis services. Xceed has operational sites in Egypt, Morocco, Mauritius, the UAE, and Saudi Arabia, offering diverse career opportunities across locations. The organization is consistently recognized by IAOP, INSIGHTS Middle East, Gulf Sustainability Awards, ICXA, IBXA, and Global ESG Awards for excellence in outsourcing, impact sourcing, CSR, sustainability, and DEI. Xceed is certified in COPC, multiple ISO standards, and information security, demonstrating strong commitment to quality, business continuity, and a responsible work environment.
Role Description The call center Quality Monitoring Specialist B1+ is a full-time, on-site role based in Cairo. The specialist is responsible for monitoring customer interactions across contact center channels, evaluating agent performance, and ensuring adherence to quality standards and procedures. Daily tasks include reviewing recorded calls, chats, and emails, documenting findings in quality reports, and providing clear, constructive feedback to enhance customer experience. The role involves identifying trends and recurring issues, recommending process improvements, and collaborating with team leaders and training staff to address performance gaps. The specialist also contributes to calibration sessions, supports compliance with internal policies and external guidelines, and helps maintain consistent service levels across the operation.
Qualifications

Strong skills in Customer Support and Customer Service, with a focus on quality, empathy, and problem resolution. Effective Communication abilities, including clear verbal and written feedback and active listening. Experience working in Contact Centers, with understanding of call center workflows, KPIs, and quality standards. Good Computer Literacy, including proficiency in MS Office, quality monitoring tools, and CRM or contact center platforms. B1+ or higher proficiency in relevant working language(s), with the ability to analyze and evaluate customer interactions accurately. Attention to detail, analytical thinking, and ability to interpret performance data and quality metrics. Ability to work on-site in Cairo, collaborate within diverse teams, and adapt to fast-paced operational environments. Previous experience in quality assurance, coaching, or call center operations is an advantage; relevant education in business, communications, or a related field is preferred.