Company Description Xceed is a leading multilingual Business Process Outsourcing provider in the EMEA region, operating more than 10,000 web-enabled multichannel stations and serving government and commercial clients in 10 languages. The company has delivery centers in Egypt, Morocco, Mauritius, the UAE, and Saudi Arabia, offering inbound and outbound contact center services, back office support, recruitment process outsourcing, helpdesk, infrastructure management, and social media analysis. Xceed has received multiple international awards for outsourcing excellence, customer experience, sustainability, CSR, and diversity, equity, and inclusion. The organization is certified against global standards such as COPC, ISO 9001, ISO 14001, ISO 45001, ISO 22301, and ISO/IEC 27001, reflecting strong commitments to quality, business continuity, information security, and a decent work environment. Applicants join a recognized employer that focuses on people development, impact sourcing, and long-term career growth.
Role Description The Quality Monitoring Specialist will be responsible for evaluating call center interactions to ensure service quality, adherence to scripts and procedures, and compliance with internal and client standards. Day-to-day tasks include monitoring live and recorded calls, scoring performance, identifying areas for improvement, and preparing clear reports and dashboards for operations and management. The specialist will provide constructive feedback and coaching insights to team leaders, support calibration sessions to align quality standards, and contribute to continuous improvement initiatives across the contact center. The role requires regular collaboration with supervisors, trainers, and support functions to enhance customer experience and operational effectiveness. This is a full-time, on-site role based in Cairo.
Qualifications

Candidates should possess strong Analytical Skills to interpret performance data, identify trends, and recommend actionable improvements. Candidates should possess Quality Control and Quality Assurance skills to monitor interactions, ensure adherence to standards, and maintain consistent service levels. Candidates should possess Quality Auditing skills to conduct structured reviews, document findings, and support internal and external compliance requirements. Candidates should possess excellent Communication skills to deliver clear feedback, collaborate with stakeholders, and prepare concise reports and presentations. B2 or higher English level (spoken and written), with the ability to understand and assess calls in English. Previous experience in call center quality monitoring, customer service, or contact center operations is highly beneficial. Proficiency with call monitoring tools, quality evaluation systems, and basic office applications (e.g., Excel, Power Point) is an advantage. Attention to detail, objectivity in evaluation, and the ability to work in a fast-paced, target-driven environment. Relevant diploma or bachelor’s degree in business, communications, or a related field is preferred.