Company Description Xceed is a leading multilingual Business Process Outsourcing (BPO) service provider in the EMEA region, operating from locations in Egypt, Morocco, Mauritius, UAE, and Saudi Arabia. With over 10,000 multi-channel workstations, Xceed offers a wide range of services, including customer support, back-office processing, infrastructure management, and social media analysis. The company is widely recognized for its excellence, receiving numerous prestigious awards such as IAOP's Best Global Outsourcing 100 and Gulf Sustainability Awards. Xceed is dedicated to innovation, sustainability, and creating impactful employment opportunities in alignment with international quality standards.
Role Description This is a full-time, on-site role for a Quality Monitoring Specialist based in Cairo, Egypt. The primary responsibilities include monitoring and auditing customer interactions to ensure compliance with quality standards. The specialist will evaluate operational processes, identify improvement opportunities, and document key insights. This role also involves providing constructive feedback and collaborating with teams to enhance service quality and elevate customer satisfaction. Attention to detail and effective communication will be vital to excel in this role.
Qualifications Strong Analytical Skills to assess data, trends, and metrics for quality evaluation Experience in Quality Control, Quality Auditing, and Quality Assurance processes Excellent Communication skills for feedback delivery and collaboration Ability to ensure performance alignment with organizational goals Bachelor's degree in a relevant field or equivalent work experience Familiarity with quality management standards and tools is a plus Proficiency in English at B2/C1 level (required) Prior experience in the BPO industry or customer service is advantageous