Company Description

Xceed is a leading multilingual Business Process Outsourcing (BPO) provider in the EMEA region, operating over 10,000 multi-channel stations. With locations in Egypt, Morocco, Mauritius, the UAE, and Saudi Arabia, Xceed supports government and commercial clients in 10 languages. The company offers a wide range of services including customer support, infrastructure management, and social media analysis. Recognized globally, Xceed has received numerous awards for excellence, sustainability, and diversity initiatives. Its certifications, such as ISO and COPC standards, highlight its commitment to superior quality and operational excellence.

Role Description

This is a full-time, on-site role for a Quality Monitoring Specialist within a Telecom account, located in Qesm El Maadi. The Quality Monitoring Specialist will be responsible for monitoring and evaluating agent interactions to ensure compliance with quality standards. Key tasks include identifying areas for improvement, delivering feedback, preparing reports, and collaborating with teams to enhance quality assurance processes and customer experience.

Qualifications

Experience in telecom account ( We - Etisalat -Vodafone UK - AT&T, etc.... Strong Analytical Skills with the ability to review and interpret data to identify trends and areas for improvement. Experience in Quality Control, Quality Auditing, and Quality Assurance processes. Excellent Communication skills, with the ability to deliver constructive feedback effectively to team members. Familiarity with call center performance metrics and quality management tools is preferred. Attention to detail, organizational skills, and the ability to work in a collaborative on-site environment. Bachelor's degree in a related field or equivalent work experience is a plus. Proficiency in English is required.