Role Description The Quality (Telecom Account) Specialist – English B2 is a full-time, on-site role based in Qesm El Maadi. This role is responsible for monitoring and evaluating customer interactions for a telecom account to ensure compliance with quality standards, procedures, and client requirements. Day-to-day tasks include conducting call and case audits, analyzing performance data, identifying trends, and preparing clear quality reports and feedback summaries. The specialist provides constructive coaching to team members, supports continuous improvement initiatives, and collaborates with operations and training teams to enhance customer experience and process efficiency. The role also involves using analytical tools, documenting findings accurately, and contributing to the implementation of corrective and preventive actions.
Qualifications Candidates should possess strong Quality Control and Quality Assurance skills to maintain and improve service standards. Candidates should possess Quality Auditing skills to conduct systematic reviews of calls, cases, and processes. Candidates should possess Analytical Skills to interpret data, identify root causes, and recommend improvements. Candidates should possess effective Communication skills to deliver clear feedback, collaborate with teams, and report findings. B2 (upper-intermediate) proficiency in English, with accurate written and spoken communication. Previous experience in quality roles within contact centers or telecom accounts is highly beneficial. Familiarity with quality monitoring tools, CRM systems, and MS Office (especially Excel and Power Point). Ability to work on-site in Qesm El Maadi, manage time effectively, and handle multiple audits and reports. Diploma or bachelor’s degree in business, communications, or a related field is preferred.