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Quality Assurance Specialist

Cairo, Egypt

Quality Assurance Specialist

Cairo, EgyptPosted 13 days ago
64Applicants for1 open position
  • 3Viewed
  • 4In Consideration
  • 0Not Selected

Job Details

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Job Description

  • Assist in optimizing business/agents’ productivity and performance through QA initiatives and programs. 
  • Streamline QA processes and workflow which includes calls screening and workflow Audit of Agents. 
  • Organize and conduct one to one coaching sessions with agents to increase performance and promote a work-friendly atmosphere. 
  • Achieve operational efficiency through the utilization of QA resources to boost business potential/revenue. 
  • Ensure sustainability/business continuity through proactive measures in loss prevention and productivity/performance/attendance control. 
  • Partner and coordinate with supervisors and Operation Manager to ensure alignment for any major decisions and actions in specific cases. 
  • Communicate and  report changes in the operations and business targets. 
  • Translate AR calls to EN as per the global office request.     
  • Prepare QA reports.  
  • Provide feedback to agents about any quality issues noticed.  
  • Perform other tasks as assigned. 

Job Requirements

  • 1-3 years in a BPO/Customer service position. 
  • Fluent English. 
  • Must possess effective verbal and written communication skills 
  • Good presentation and interpersonal skills. 
  • Excellent organizational and planning skills. 
  • Strong attention to detail, superior listening skills. 

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