Quality Lead (BPO)

Future Group Translation Services

Posted on 26 Feb

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

Key Responsibilities

  • Develop, implement, and manage quality assurance frameworks across customer care operations (voice and non-voice).
  • Monitor and evaluate customer interactions to ensure compliance with service standards, policies, and regulatory requirements.
  • Analyze quality performance data and generate reports with actionable insights.
  • Identify performance gaps and collaborate with Team Leaders to drive improvement plans.
  • Conduct calibration sessions and provide structured feedback and coaching to enhance service quality.
  • Lead quality improvement initiatives to enhance customer satisfaction and operational efficiency.
  • Ensure alignment between quality standards and overall business objectives.

Desired Candidate Profile

Bachelors degree in Business Administration, Commerce, or a related field (preferred).

  • 3 5 years of experience in quality assurance within contact centers, fintech, banking, or e-commerce environments.
  • Strong understanding of QA methodologies, KPIs, and performance metrics.
  • Excellent analytical skills with the ability to interpret data and drive improvements.
  • Strong communication skills in English and Arabic (verbal and written).
  • Leadership, stakeholder management, and coaching capabilities.
  • Ability to work in a fast-paced, performance-driven environment.

Company Industry

  • IT - Software Services

Department / Functional Area

  • Quality
  • Testing
  • QA
  • QC
  • Inspector

Keywords

  • Quality Lead (BPO)

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Future Group Translation Services

https://www.careers-page.com/f-g/job/8X359YRV