Quality Analyst Call Centre
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
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:
IC
Employment Type
Full-Time
