Company Description

Xceed is a leading multilingual Business Process Outsourcing service provider in the EMEA region, managing diverse agreements with government and commercial clients across 10 languages. With over 10,000 multi-channel stations and locations in Egypt, Morocco, Mauritius, UAE, and Saudi Arabia, Xceed provides services including inbound, outbound, back-office support, infrastructure management, recruitment outsourcing, and social media analysis. Recognized globally with numerous awards, including IAOP's Best Global Outsourcing and Gulf Sustainability accolades, Xceed prioritizes innovation, sustainability, impact sourcing, and people development. The company is certified in international quality standards, including ISO 9001 and COPC, showcasing its commitment to service excellence and operational efficiency.

Role Description

This is a full-time, on-site role for a Quality Monitoring Specialist based in Qesm El Maadi. The specialist will monitor and assess call center interactions to ensure compliance with quality standards and identify areas for improvement. Daily tasks include evaluating the quality of communication, providing feedback to improve customer service delivery, conducting quality audits, assisting in quality assurance activities, and preparing reports to track performance and productivity. Collaboration with team members and stakeholders to enhance overall service quality is essential.

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.