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 supports government and commercial clients in 10 different languages, delivering inbound, outbound, back-office, helpdesk, social media analysis, and recruitment process outsourcing services. Xceed has operational sites in Egypt, Morocco, Mauritius, UAE, and a new site in Saudi Arabia, providing diverse career opportunities across locations. The organization is recognized with multiple global awards for outsourcing excellence, customer experience, sustainability, and diversity, equity, and inclusion. Xceed also maintains several international certifications, including COPC and ISO standards, underscoring its commitment to quality, security, and business continuity.

Role Description:
The Quality Monitoring Specialist (Call Center Experience) is a full-time, on-site role based in Qesm El Maadi. This role is responsible for monitoring and evaluating customer interactions across various channels to ensure adherence to quality standards, scripts, and compliance requirements. The specialist will conduct regular call and case audits, document findings, and provide clear feedback and coaching insights to support performance improvement. Day-to-day tasks include preparing quality reports and dashboards, identifying trends and root causes of service issues, and collaborating with operations, training, and management teams to implement corrective and preventive actions. The role also involves contributing to the enhancement of quality monitoring tools and processes, and supporting calibration sessions to maintain consistent evaluation criteria.

Qualifications:
- Call center experience in telecommunication field (Vodafone – Orange – EX WE- Vodafone UK- AT&T - etc.

-Experience as a Quality Analyst is 6 months

-Excellent in the English language.

Work Location: Maadi, Technology Park