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 sites in Egypt, Morocco, Mauritius, the UAE, and Saudi Arabia, offering inbound, outbound, back office, infrastructure management, recruitment process outsourcing, helpdesk support, and social media analysis services. Xceed has earned multiple international awards for outsourcing excellence, impact sourcing, customer experience, sustainability, and diversity, equity, and inclusion. The organization maintains globally recognized certifications in quality, information security, business continuity, environmental management, and occupational health and safety. Candidates joining Xceed can expect a structured environment focused on career development, service quality, and responsible business practices.
Role Description The Quality Monitoring Specialist for the GSM Mobile call center is responsible for evaluating customer interactions to ensure adherence to quality standards, procedures, and service level expectations. This full-time, on-site role based in Cairo, Egypt involves monitoring calls, documenting findings, and providing clear, constructive feedback to agents and team leaders. The role includes analyzing performance trends, identifying areas for improvement, and collaborating with operations and training teams to enhance customer experience and operational effectiveness. The specialist will prepare quality reports, participate in calibration sessions, and support the implementation of quality assurance initiatives and corrective action plans. Consistent application of quality criteria, attention to detail, and strong communication with stakeholders are key to success in this position.
Qualifications

Candidates should possess strong Analytical Skills to interpret data, identify trends, and support performance improvement decisions. Candidates should possess Quality Control and Quality Assurance skills to ensure adherence to call center standards, processes, and KPIs. Candidates should possess Quality Auditing skills to conduct systematic evaluations of customer interactions and document accurate findings. Candidates should possess effective Communication skills to deliver clear feedback, collaborate with teams, and present quality reports. Experience in call center operations, preferably in telecommunications or GSM mobile services, is highly beneficial. Familiarity with quality monitoring tools, CRM systems, and call recording platforms is an advantage. Ability to work in a fast-paced environment, manage multiple evaluations, and meet reporting deadlines. Relevant diploma or bachelor’s degree in business, communications, or a related field is preferred.