Requirements
Solid knowledge of telecom customer service processes, contact center workflows, and industry standards or SLAs. Excellent communication and feedback skills, with the ability to deliver constructive coaching and support calibration sessions. Strong attention to detail, organizational skills, and the ability to manage multiple tasks in a fast-paced on-site environment. Proficiency in common office and contact center tools (e.g., Excel, quality monitoring systems, CRM platforms) and comfort working with digital dashboards. Previous experience in a telecom contact center is required.
Description
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 key government and commercial clients in 10 different languages, delivering inbound, outbound, back-office, helpdesk, recruitment process outsourcing, social media analysis, and infrastructure management services. Xceed has operational sites in Egypt, Morocco, Mauritius, the UAE, and Saudi Arabia, offering diverse career opportunities across multiple geographies. The organization is widely recognized for excellence in outsourcing, impact sourcing, sustainability, customer experience, and diversity, equity, and inclusion. Xceed holds multiple international certifications, including COPC, ISO 9001, ISO 14001, ISO 45001, ISO 22301, and ISO/IEC 27001, reflecting its commitment to quality, security, and business continuity.Role Description The Quality Specialist in the Telecom industry at Xceed is responsible for monitoring, evaluating, and enhancing the quality of customer interactions and processes across telecom-related operations. This full-time, on-site role based in Cairo, Egypt includes reviewing calls and tickets, analyzing performance data, conducting audits, and providing structured feedback to ensure compliance with client and internal standards. The role involves creating and updating quality guidelines, supporting calibration sessions, and collaborating with operations, training, and management teams to drive continuous improvement. The Quality Specialist also participates in root cause analysis, recommends corrective actions, and contributes to reporting and documentation that supports service excellence and customer satisfaction. The position requires maintaining accurate records, adhering to industry regulations, and actively participating in initiatives aimed at improving the overall customer experience.Solid knowledge of telecom customer service processes, contact center workflows, and industry standards or SLAs.Excellent communication and feedback skills, with the ability to deliver constructive coaching and support calibration sessions.Strong attention to detail, organizational skills, and the ability to manage multiple tasks in a fast-paced on-site environment.Proficiency in common office and contact center tools (e.g., Excel, quality monitoring systems, CRM platforms) and comfort working with digital dashboards.Previous experience in a telecom contact