Requirements
The Quality Monitoring Specialist requires previous experience in Telecom accounts (e.g., Vodafone UK, WE, Orange, Etisalat, AT&T) and prior experience as a Quality Specialist, Quality Analyst, or in an Acting Quality role. Fluent English is a mandatory requirement for this position.
Description
Company Description Xceed is a leading multilingual Business Process Outsourcing provider in the EMEA region, operating more than 10,000 web-enabled multi-channel stations. The company supports government and commercial clients in 10 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 Saudi Arabia, offering diverse geographic career opportunities. The organization is widely recognized through global outsourcing, customer experience, sustainability, and DEI awards, reflecting a strong commitment to employee development and responsible business practices. Xceed also maintains multiple international certifications in quality, information security, business continuity, and occupational health and safety.Role Description The Quality Monitoring Specialist (English speaker, GSM Account) is a full-time, on-site role based in Qesm El Maadi. The specialist monitors and evaluates customer interactions and processes related to GSM services to ensure adherence to quality standards, policies, and regulatory requirements. Day-to-day responsibilities include conducting quality audits on calls and tickets, analyzing performance trends, and preparing reports with actionable recommendations for operations and training teams. The role involves providing structured feedback and coaching insights to support agent development, collaborating with supervisors to improve customer experience, and contributing to the refinement of quality assurance frameworks. The specialist is expected to maintain accurate documentation, support calibration sessions, and participate in continuous improvement initiatives within the quality function.Qualifications Experience in Telecom accounts such as Vodafone UK, WE, Orange, Etisalat, AT&T, etc.- Previous experience as a Quality Specialist/Quality Analyst or in an Acting Quality role.- Fluent English is requiredIf you interested send your CV to Whatsapp number 01551155357