Quality Assurance Specialist – Call Center

🏢 Riyada
📍 Cairo, EgyptFull-timeOn-site
📅 Posted: 2w ago🔄 Updated: 2w ago
CV%
✨ AI Summary
This role involves monitoring and evaluating customer service calls to ensure adherence to quality standards and identify areas for improvement. The Quality Assurance Specialist will provide feedback and coaching to Call Center Agents, prepare quality reports, and track performance results. Key responsibilities include ensuring agents follow company policies, identifying recurring issues, and collaborating with Operations and Training teams to enhance customer experience. Accurate record-keeping of quality evaluations is also required.
Required Skills
Information Technology
○Monitoring○Technical Documentation○Quality Assurance
Finance, Legal & Governance
○Valuation
Business, Sales & Management
○Coaching○Performance Management○Progress Reporting
Productivity & Workplace Tools
○Excel○Microsoft Office
Soft Skills & Professional Competencies
○Communication○Attention to Detail○Collaboration
Hospitality, Retail & Customer Service
○Call Center Experience
Engineering, Construction & Trades
○Quality Control
Other
○reporting & documentation
Requirements
Bachelor’s degree in any relevant field.3–5 years of experience in Call Center Quality Assurance or a similar role.Good understanding of call center operations and quality standards.Excellent communication and listening skills.Strong attention to detail and analytical skills.Good command of English is preferred.Ability to provide constructive feedback and coaching.Good knowledge of Microsoft Office, especially Excel.
Description
Monitor and evaluate customer service calls to ensure quality standards are met.Review calls and identify areas for improvement.Provide feedback and coaching to Call Center Agents.Prepare quality reports and track performance results.Ensure agents follow company policies, procedures, and call handling standards.Identify recurring issues and recommend improvement actions.Work closely with the Operations and Training teams to improve customer experience.Maintain accurate quality evaluation records.
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🎯 Overalli74%
⚡ Skillsi85%
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Ontology Match: 85.0
Matched:✓ Requirements Matching✓ Ontology Skills Mapping
📜 Eligibilityi49%
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Local: 19600%
🏗️ Career Fiti91%
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Seniority: 91.0
📋 Requirementsi67%
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Domain: 67.0
🔥 Motivationi78%
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Title Fit: 78.00