• Monitor and evaluate French-language customer interactions across multiple channels to ensure compliance with quality standards.
• Conduct regular call audits to assess agent performance, adherence to scripts, and customer service protocols.
• Provide constructive feedback and coaching to call center agents to drive continuous improvement.
• Document quality assurance findings and prepare detailed reports for management review.
• Collaborate with training and operations teams to identify trends and recommend targeted training initiatives.
• Assist in developing and updating quality assurance guidelines and evaluation forms.
• Participate in calibration sessions to ensure consistency in quality assessments.
• Support the implementation of new quality assurance tools and processes.
• Identify areas for process optimization to enhance customer satisfaction and operational efficiency.
• Maintain up-to-date knowledge of company products, services, and customer service best practices.

IntouchCX provides equal employment opportunities in accordance with Egyptian labor laws and regulations. IntouchCX is committed to ensuring fairness and equality in all aspects of employment and does not discriminate based on gender, origin, language, religion, creed, or disability.  IntouchCX is committed to accommodating individuals with disabilities in compliance with Egyptian labor laws and international best practices. If you require any accommodations during the application process or need more information about our accommodation policies, please contact us.  By applying to IntouchCX, the applicant consents to IntouchCX collecting, using, and retaining their personal information for purposes related to the application process and, if hired, the employment relationship.  All personal information collected will be handled with strict confidentiality and in accordance with applicable Egyptian privacy and data protection regulations.