Company Description

Xceed is a leading multilingual Business Process Outsourcing (BPO) service provider in the EMEA region, operating over 10,000 web-enabled multi-channel stations. With a presence in Egypt, Morocco, Mauritius, UAE, and Saudi Arabia, Xceed serves high-profile government and commercial clients in 10 languages. The company offers a wide range of services, including inbound and outbound customer support, back-office operations, infrastructure management, and social media analysis. Xceed has been recognized with numerous awards, including IAOP's Best Global Outsourcing accolades and achievements in sustainability, diversity, and customer experience. Boasting prestigious international certifications, Xceed ensures the highest standards in business continuity, quality, and information security.

Role Description

We are seeking a full-time Quality Monitoring Specialist for our GSM Account team. Based on-site in Qesm El Maadi, this role entails monitoring and evaluating call center interactions to ensure compliance with quality standards and process guidelines. The specialist will provide detailed feedback to improve agent performance, prepare reports on quality metrics, and collaborate with supervisors to identify opportunities for training and development. Additional responsibilities include detecting areas for improvement and implementing quality auditing measures to enhance customer experience and operational excellence.

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