Company Description

Xceed is a leading multilingual Business Process Outsourcing (BPO) service provider in the EMEA region, offering diverse services such as inbound and outbound call handling, back-office services, and social media analysis. With over 10,000 web-enabled multi-channel stations, Xceed operates in Egypt, Morocco, Mauritius, UAE, and Saudi Arabia. The company has been recognized with numerous prestigious awards, including IAOP's Best Global Outsourcing and Gulf Sustainability Awards. Certified by multiple international standards, Xceed is committed to excellence, sustainability, and creating inclusive work environments that promote development and impactful employment.

Role Description

This is a full-time, on-site role located in Qesm El Maadi for a Quality Monitoring Specialist (Call Center - GSM). The primary responsibilities include monitoring, evaluating, and improving service quality in call center operations. The specialist will conduct quality audits, provide actionable feedback to improve performance, and collaborate with teams to ensure compliance with established standards. Maintaining accurate records, analyzing performance data, and developing strategies for quality assurance are integral parts of the role.

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.