Quality Assurance Associate
Riyada -
Maadi, Cairo
Job Details
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Job Description
- Call Center Quality Assurance Specialist Monitor live or recorded calls, chat sessions, and emails for quality assurance.
- Evaluate agent performance using pre-defined scorecards or QA standards.
- Provide detailed feedback to agents on their performance and areas for improvement.
- Identify recurring issues or gaps in customer service delivery.
- Collaborate with training teams to design or improve training programs based on QA findings.
- Maintain accurate records of QA evaluations and performance metrics.
- Report trends, patterns, and insights to management.
- Address and discuss issues and proposed solutions with superiors
- Document quality assurance activities and create audit reports
- Make recommendations for improvement
Job Requirements
- Proven work experience as a Quality Assurance Specialist or similar role
- Familiarity with call center software and QA tools.
- Working knowledge of tools, methods and concepts of quality assurance
- Solid knowledge of relevant regulatory standards Specially COPC
- Good communication skills, both verbal and written
- Very Good English Language
- Excellent data collection and analysis skills
- Strong attention to detail
- Relevant training and/or certifications as a Quality Assurance Specialist
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