Call Center Quality Assurance Specialist - Nasr City, Cairo

Applicants for
1 open position
Experience Needed:
1 to 3 years
Career Level:
Entry Level
Job Type:
Full Time
1 open position
About the Job
  • Monitor inbound & Outbound calls and evaluate agents’ performance concerning the quality of service offered through all channels.
  • Provide clear insight into performance drivers and the levers which impact performance.
  • Perform mystery calls to ensure accurate and consistent information delivery to the customers.
  • Manage auditing reports for Customer Care activities & transactions.
  • Give recommendations for process improvements based on the customer experience and feedback.
  • Design quality rules and guidelines to achieve the highest performances with team managers.
  • Hold calibrations and meetings with managerial and non-managerial level teams to find common grounds and sustain system stability.
  • Conduct presentation & business simulation with new hires
  • Compile and track performance for teams and individual level.
  • Identify the training needs through the call monitoring, mystery shopping & certification process.
Job Requirements
  • Bachelor’s degree
  • 1-3 years of quality control or auditing experience.
  • Strong professional verbal/written communication skills.
  • Ability to meet deadlines in a fast-paced work environment driven by processes.
  • Proficient computer skills, including MS Office.
  • Bias for action takes responsibility/ownership and delivers.
  • Ability to understand complex situations and drive to a meaningful outcome.
  • Personable with a “can do” attitude and takes pride in helping customers.
About this Company

Aqarmap is one of the fastest growing internet companies in Egypt. It was once a small startup in 2011, and now its fast growing scale up with more than 170 professionals.

In Past 12 months, our team grew by 3X, we are hiring anywhere between 5 to 15 people every... (More)

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