Senior Quality Assurance Analyst

lxbfYeaa - Egypt - Cairo

Are you an experienced and motivated quality assurance professional who enjoys coaching and mentoring others? Do you have a passion for delivering excellent customer service and improving call center performance? If so, we have an exciting opportunity for you!

We are looking for a QA Calls Senior Analyst to join our Financial specialized Contact Center Team of different projects. As a QA Senior Analyst Mentor, you will be responsible to achieve the following objectives:

 Job description:

  • Developing Evaluation Programs.
  • Keeping track of the key industry trends.
  • Monitoring Customer Interactions.
  • Calibration Sessions.
  • Utilization of Technology.
  • Training and Coaching.
  • Compliance Monitoring
  • Driving Innovation and Optimizing Processes.

Your daily tasks include the following. 

  • Monitoring and evaluating inbound and outbound calls of Contact center Team according to quality standards and guidelines.
  • Providing constructive feedback and coaching to team on their call handling skills, compliance, and customer satisfaction
  • Identifying areas of improvement and best practices for whole team while sharing them with the QA objectives and tips to do so
  • Conducting regular training sessions and workshops on quality assurance topics and techniques
  • Supporting the contact center Manager in developing and updating quality policies, procedures, and tools
  • Collaborating with other members and stakeholders to ensure consistency and alignment of quality standards and expectations.


To be successful in this role, you will need:

  • At least 3 years of experience in quality assurance or quality control in a call center environment, preferably in the brokerage or financial services industry
  • Excellent communication, interpersonal, and presentation skills
  • Ability to provide constructive feedback and coaching in a positive and professional manner.
  • Ability to analyze data and identify trends and patterns.
  • Proficiency in Microsoft Office applications and call center software
  • Knowledge of brokerage products, services, and regulations is a Plus
  • A bachelor’s degree in business administration, finance, or a related field

Skills required. 

  • Quick learning
  • Technical abilities
  • Communication skills
  • Problem solving and issue resolution.
  • Interpersonal and customer care skills
  • Attention to details and thoroughness.


Post date: 19 August 2024
Publisher: LinkedIn
Post date: 19 August 2024
Publisher: LinkedIn