Company Description Xceed is a leading multilingual Business Process Outsourcing (BPO) provider in the EMEA region, operating more than 10,000 web-enabled multichannel stations. The company delivers inbound, outbound, back-office, infrastructure management, recruitment process outsourcing, helpdesk support, and social media analysis services in 10 languages for government and commercial clients. Xceed has operational sites in Egypt, Morocco, Mauritius, the UAE, and Saudi Arabia, offering diverse career opportunities across locations. The organization is widely recognized with multiple global outsourcing, sustainability, customer experience, and diversity, equity, and inclusion awards. Xceed maintains strong governance and operational excellence through international certifications including COPC and various ISO standards, reinforcing its commitment to quality and business continuity.
Role Description The Quality Monitoring Call Center Specialist GSM Mobile B-2 is a full-time, on-site role based in Cairo. This role focuses on monitoring and evaluating GSM mobile customer service calls to ensure adherence to quality standards, policies, and procedures. The specialist will conduct regular call audits, document findings, and provide clear feedback and coaching points to team leaders and agents to improve performance. Daily tasks include analyzing call data and trends, identifying areas for service enhancement, preparing quality reports, and collaborating with operations and training teams to implement corrective actions. The role also involves supporting continuous improvement initiatives, maintaining up-to-date knowledge of GSM mobile services, and contributing to a consistent, high-quality customer experience.
Qualifications

Candidates should possess strong Analytical Skills to review call data, identify trends, and support data-driven improvement actions. Candidates should possess Quality Control and Quality Assurance skills to ensure adherence to service standards and operational procedures. Candidates should possess Quality Auditing skills to conduct structured call evaluations and document objective performance assessments. Candidates should possess excellent Communication skills to deliver constructive feedback, collaborate with stakeholders, and prepare clear quality reports. Experience in call center operations, preferably in GSM mobile or telecommunications, is highly beneficial. Knowledge of quality frameworks or standards used in contact centers is an advantage. Proficiency in using call monitoring tools and MS Office applications (especially Excel and Power Point) is preferred. Relevant education in business, communications, or a related field, or equivalent practical experience in quality monitoring, is desirable.