Quality Assurance Specialist

Meaecare Egypt -
Nasr City, Cairo

Meaecare Egypt -
Nasr City, CairoPosted 1 hour ago

5Applicants for1 open position

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Monitor and evaluate outbound calls to ensure compliance with quality standards and regulatory requirements.

Develop and maintain quality monitoring forms, scorecards, and evaluation criteria.

Provide detailed feedback and actionable recommendations to call center agents and supervisors.

Identify training needs, recurring issues, and opportunities for process improvement.

Collaborate with team leaders and trainers to align on quality goals and coaching strategies.

Track and report on quality scores, trends, and customer experience insights.

Support compliance with company policies, data protection, and industry regulations.

Assist in developing and updating scripts, FAQs, and best practice guides to enhance service quality.

Contribute to the overall improvement of customer satisfaction, agent performance, and call center efficiency.

Minimum of 7 years of experience in quality assurance or a related field.
Proven track record in developing and executing QA methodologies and best practices.
Strong analytical and problem-solving skills with keen attention to detail.
Experience with manual and automated testing tools and frameworks.
Excellent communication and interpersonal skills for effective collaboration.
Ability to manage multiple projects and priorities in a fast-paced environment.
Demonstrated leadership in mentoring or supervising junior QA staff.
Familiarity with regulatory standards and compliance requirements relevant to the industry.
Proficiency in documenting and reporting quality metrics and findings.
Willingness to work full-time, on-site in an office-based arrangement.

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