Company Description Xceed is a leading multilingual Business Process Outsourcing provider in the EMEA region, operating more than 10,000 web-enabled multichannel stations. The company supports government and commercial clients in 10 languages from sites in Egypt, Morocco, Mauritius, the UAE, and Saudi Arabia. Xceed delivers a broad range of services including inbound and outbound contact center operations, back office processing, infrastructure management, recruitment process outsourcing, helpdesk support, and social media analysis. The organization has earned multiple global awards and recognitions for outsourcing excellence, impact sourcing, customer experience, sustainability, CSR, and diversity, equity, and inclusion. Xceed also maintains several international certifications for quality, business continuity, occupational health and safety, environmental management, and information security.
Role Description The Quality Monitoring Specialist (on calls) is a full-time, on-site role based in Qesm El Maadi. This role focuses on monitoring and evaluating inbound and outbound calls to ensure adherence to quality standards, policies, and procedures. The specialist will review call recordings, assess agent performance against defined criteria, and provide clear, constructive feedback to support continuous improvement. Daily responsibilities include compiling quality reports, highlighting trends, identifying training needs, and collaborating with supervisors and trainers to enhance customer experience. The role also involves maintaining accurate documentation of audits, participating in calibration sessions, and contributing to the development and refinement of quality assurance frameworks.
Qualifications

- Experience in Telecom accounts such as Vodafone UK, WE, Orange, Etisalat, AT&T, etc.

- Previous experience as a Quality Specialist/Quality Analyst or in similar role.

- Fluent English is required.

???? If you’re interested and meet the requirements, feel free to send your CV to Whatsapp number 0155115535