Quality Assurance Specialist

Etoile

Employer Active

Posted 5 hrs ago

Experience

3 - 5 Years

Job Location

Cairo - Egypt

Education

Bachelor of Business Administration(Management)

Nationality

Any Nationality

Gender

Not Mentioned

Vacancy

1 Vacancy

Job Description

Roles & Responsibilities

  • Monitor and evaluate customer service representatives performance across all channels (calls, chats, emails).
  • Develop and update quality policies, procedures, and standards in line with company objectives.
  • Analyze quality data to identify recurring trends and performance gaps.
  • Prepare monthly and quarterly reports on service quality for senior management.
  • Provide recommendations for improvement and lead initiatives to enhance performance.
  • Participate in designing and developing training programs for employees based on review outcomes.
  • Ensure compliance with internal policies and regulatory standards.
  • Collaborate with team leaders and supervisors to address deviations and achieve quality targets.
  • Participate in calibration sessions to ensure accuracy and consistency in quality assessments.
  • Support training and evaluation of new employees during onboarding.

Desired Candidate Profile

  • Bachelor s degree in Business Administration, Communications, or a related field (preferred).
  • 3 5 years of experience in quality assurance, contact centers, or customer service.
  • Strong analytical skills and attention to detail.
  • Experience in preparing reports and presenting findings clearly and effectively.
  • Excellent communication and coaching skills.
  • Ability to work collaboratively across teams and departments.
  • Proficiency in MS Office and quality monitoring systems.
  • Solid knowledge of customer service KPIs and best practices.

Company Industry

  • FMCG
  • Foods
  • Beverages

Department / Functional Area

  • Helpdesk
  • Customer Service
  • Telecalling

Keywords

  • Quality Assurance Specialist

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Etoile

https://wuzzuf.net/jobs/p/9s2rvm8dukus-quality-assurance-specialist-call-center-background-etoile-cairo-egypt