Quality Analyst

Confidential Company - Maadi, Cairo

Applicants for
1 open position
Experience Needed:
More than 2 years
Career Level:
Experienced (Non-Manager)
Job Type:
Full Time
Arabic, English
1 open position
About the Job
  • Contribute to providing world class support by identifying areas of opportunity and strength through consistent ticket review
  • Responsible for identifying gaps in support responses
  • Monitor and check quality of the support responses on a daily/weekly/monthly basis
  • Share with management top and bottom performers through weekly updates
  • Maintain focus on data integrity and producing work of the highest quality
  • Become an “expert” on support processes and make recommendations towards next steps based on rider and partner satisfaction
  • Identify and promote continuous improvement opportunities in training, process and policies
  • Identify and remove barriers to Support Representative success wherever they originate (tools, training, etc)
Job Requirements
  • Graduate or equivalent with 2+ years of relevant experience
  • Flexibility and ability to manage a demanding and changing workload
  • Excellent communication, presentation and leadership skills and ideally have gained team leader experience within a call center environment.
  • Self-driven and motivated.
  • Ability to configure and modify connections to various Data Sources
  • Need to present to Senior Management and keep customers appraised with progress.
  • Coaching skills
  • Time management and organizational skills
  • Very good knowledge of MS Office application
  • Excellent Command of English language
  • Should be able to articulate in Arabic and English – Both written and spoken