Quality Assurance Specialist
Maadi, Cairo
Quality Assurance Specialist
Maadi, CairoPosted 15 days ago43Applicants for1 open position
- 24Viewed
- 0In Consideration
- 0Not Selected
Job Details
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Job Description
- Monitor live and recorded customer interactions to assess performance.
- Evaluate agent compliance with scripts, policies, procedures, and quality standards.
- Develop and update quality scorecards, evaluation forms, and QA guidelines.
- Provide detailed feedback to team leaders and agents, highlighting strengths and areas for improvement.
- Assist in designing and delivering training or coaching sessions based on quality findings.
- Track and report on quality trends, errors, and opportunities to improve customer experience.
- Work with operations and training team to ensure QA standards align with business goals.
- Participate in calibration sessions to ensure consistency and fairness in evaluations.
- Suggest improvements in processes, tools, or scripts based on quality observations.
- Ensure accurate documentation of evaluations, coaching records, and QA reports.
Job Requirements
- 1–3 years of experience in a QA role within a contact center, customer service, or operations team.
- Organizational and time-management skills to handle multiple audits or evaluations.
- Working knowledge of tools, methods and concepts of quality assurance
- Solid knowledge of relevant regulatory standards
- Good communication skills, both verbal and written
- Excellent data collection and analysis skills
- Strong attention to detail
