Company Description

Xceed is a leading multilingual Business Process Outsourcing (BPO) provider in the EMEA region with more than 10,000 web-enabled multi-channel stations. It offers a wide range of services including inbound and outbound services, back-office support, infrastructure management, and social media analysis. With a global presence in Egypt, Morocco, Mauritius, UAE, and Saudi Arabia, Xceed supports various large-scale government and commercial clients in 10 different languages. Recognized for excellence, the company has earned multiple prestigious awards for its innovations, CSR initiatives, and employee development programs. Xceed is certified in international standards such as COPC, ISO 9001-2015, and ISO 45001-2018, ensuring high-quality service delivery and operational excellence.

Role Description

This is a full-time, on-site position based in Qesm El Maadi for a Quality Monitoring Specialist. Responsibilities include monitoring and assessing call center communications to ensure adherence to quality standards. The candidate will provide feedback to enhance service performance, identify training needs, and collaborate with teams on quality improvement initiatives. Additional duties include maintaining thorough documentation of evaluations, preparing quality analysis reports, and supporting the implementation of quality improvement strategies.

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.

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