Quality Analyst Call Centre

القاهرة - مصر

الراتب شهرياً: لم يكشف

تاريخ النشر: أمس

عدد الوظائف الشاغرة: 1 عدد الوظائف الشاغرة

سجل للتقديم

ملخص الوظيفة

Quality Analyst Call Centre
Location: Cairo
Salary: Competitive (to be discussed)
Employment Type: FullTime

About the Client

Our client is a global leader in business process outsourcing (BPO) and customer experience management. With a strong presence in multiple countries they provide highquality customer support backoffice solutions and digital transformation services to top international brands. Their commitment to innovation employee development and operational excellence makes them an employer of choice in the industry.

About the Role

Our client is seeking a skilled Quality Analyst Call Centre to assess and enhance customer interactions within their contact centre operations. This role involves monitoring service quality ensuring compliance and providing insights to improve overall customer experience and agent performance.

Why Join Them

Work with a globally recognised brand in customer service excellence.
Lead highimpact initiatives to improve call quality and performance.
Competitive salary with opportunities for career growth.

Key Responsibilities

Evaluate and monitor call centre interactions to ensure quality standards are met.
Assess agent performance against company KPIs compliance requirements and customer satisfaction benchmarks.
Provide detailed feedback coaching and training recommendations to enhance service quality.
Identify trends and opportunities for process improvements based on call analysis.
Maintain accurate records of quality evaluations and prepare performance reports for management.

Requirements

Proven experience in call centre quality assurance or customer service monitoring.
Strong analytical skills with the ability to assess and improve call quality.
Experience providing feedback and coaching to customer service agents.
Understanding of call centre metrics compliance standards and quality monitoring tools.
Proficiency in Microsoft Office and quality assurance software.

Required Experience:

Quality Analyst Call CentreLocation: CairoSalary: Competitive (to be discussed)Employment Type: FullTimeAbout the ClientOur client is a global leader in business process outsourcing (BPO) and customer experience management. With a strong presence in multiple countries they provide highquality custo...