Company Description

Xceed is a leading multilingual Business Process Outsourcing (BPO) service provider in the EMEA region with over 10,000 web-enabled multi-channel stations. The company manages outsourcing agreements with prominent government and commercial clients in more than 10 languages. With operations in Egypt, Morocco, Mauritius, UAE, and a newly established site in Saudi Arabia, Xceed offers services such as inbound and outbound customer services, back-office support, infrastructure management, and social media analysis. Recognized for excellence, Xceed has earned multiple industry accolades, including IAOP’s Best Global Outsourcing 100™ and various sustainability and inclusion awards. The company also holds prestigious certifications, such as COPC and ISO standards, ensuring top-tier service quality and operational excellence.

Role Description

This is a full-time, on-site role based in Qesm El Maadi for a Quality Monitoring Specialist in the Call Center – GSM Account. The specialist will be responsible for monitoring and evaluating calls and processes to ensure adherence to set quality standards. Day-to-day tasks include performing quality audits, providing actionable feedback to improve performance, preparing detailed reports on key findings, and collaborating with team members to enhance service delivery. The role requires strong communication and observational skills to guarantee customer satisfaction and continuous process improvement.

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.