225 Quality Analyst jobs in Egypt

Job Description

It's fun to work in a company where people truly BELIEVE in what they are doing

We're committed to bringing passion and customer focus to the business.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us

Original Title: Quality Analyst

Req Id: R25_03682

Posted At: Fri Sep :00:00 GMT+000 (Coordinated Universal Time)

Full Time

Cairo, Egypt

Transcom is all about people, and we're looking for a
Quality Specialist
to support our team and help create a workplace where everyone thrives.

Join our Transcom Family as a Quality Specialist

Responsibilities:

Quality Assurance:

• Conduct regular audits of customer interactions (calls, chats, emails) to assess service quality and ensure compliance with established protocols.
• Provide detailed and constructive feedback to agents and Team Leads on improving service delivery and technical accuracy.
• Collaborate with the QA team to refine metrics and standards, ensuring they reflect current best practices and business goals.

Knowledge Base Refinement:

• Regularly review and update the knowledge base to reflect the latest information about the account products and support processes.
• Ensure that the knowledge base is structured in a way that allows for quick and easy access
• Solicit feedback from agents and Team Leads on the effectiveness of the knowledge base, making continuous improvements based on their input.

Continuous Improvement:

• Analyze quality data and copilot performance metrics to identify areas for improvement in both human and automated customer support.
• Lead initiatives to enhance the efficiency and effectiveness of customer interactions, whether through process improvements, knowledge updates, or other means.
• Work closely with cross-functional teams to implement changes that improve overall service quality and customer satisfaction.

Reporting and Documentation:

• Prepare detailed reports on quality metrics, copilot effectiveness, and knowledge base performance, presenting findings and recommendations to management.
• Document best practices, process improvements, and updates to the knowledge base, ensuring that this information is shared across the team.

Collaboration and Communication:

• Partner with Team Leads, agents, and Business Managers to ensure alignment on quality goals, product knowledge, and process improvements.
• Partner with the client to ensure vision and process alignment on all process and knowledge related documents.

What's in it for YOU

• International and inclusive environment, that makes you feel supported, encouraged, and welcome from day one;
• Continuous development;
• Endless growth opportunities;
• Modern and comfortable office and relaxing spaces to take a break;
• Flexible work schedule;
• Life-work balance.

What we are looking for:

• Minimum studies: University diploma or Bachelor Degree;
• Minimum 1 year work experience in the same role;
• Minimum 2 years in BPO;
• English: B2/C1.

What Life at Transcom is like

At Transcom, we're relentlessly committed. To our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That's just how we are at Transcom. Here we care and root for each other. You're included, just as you are, from day one. And with the right mindset, there's no end to how far we can go together.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Job Description
*About TaskUs: *
TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech.

The People First culture at TaskUs has enabled the company to expand its workforce to approximately 45,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States.

It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO) We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment's notice, and mastering consistency in an ever-changing world.

*What We Offer: *
At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First.

It started with one ridiculously good idea - Create a different breed of BPO We at TaskUs

understand that achieving growth for our partners requires a culture of constant motion; exploring

new technologies, being ready to handle any challenge in a moment's notice, mastering consistency

in an ever-changing world - that's what it takes to get there. If that's something you want to be a

part of, apply today for the Quality Analyst role to support Us in Egypt

What does a Quality Analyst really do?
The Quality Analyst is responsible for completing audits or evaluations, which may include but not

be limited to, Quality Audits, scrubbing performed CSAT/NPS, Resolution rate, AHT, Cycle Time,

Policy Adherence, Ticket Closures, etc. Quality Analyst will ensure that they perform the evaluations

as per the targets defined for them on a monthly or weekly basis.

Roles And Responsibilities

• Audit calls/interactions/transactions for aligned Teammates
• Coach Teammates for performance improvement (campaign specific)
• Report performance for aligned span on a daily/weekly/monthly basis
• Provide inputs, basis audits, for briefings and training need identification
• Partner with TLs in leading Team Meetings for metric improvement
• Participate in strategic projects for the campaign/LoB
• Identify and escalate any potential quality issues per defined process
• Isolate and report defects; verify defect fixes
• Suggest process/system improvements based on common customer concerns
• Accomplish other responsibilities assigned by management
• Drive quality initiatives, contests and campaigns for the assigned span
• Be updated on knowledge and serve as SME for the campaign/LoB

Technical Skills & Qualifications

• Graduation (Preferred)
• Minimum of 1-year experience as Quality Analyst (preferred)
• Basic excel/google sheets skills
• Problem-solving skills
• Preferably familiar with application of basic quality tools such as cause and effect, histogram,

correlation etc.

• Fluency in English and Spanish

Soft Skills

• Strong customer centricity
• Ability to provide constructive feedback in an assertive manner
• Good written and verbal communication skills
• Logical thinking
• Ability to manage conflicts
• Attention to detail
• Ability to work with minimal supervision and demonstrate initiative and good judgment
• Versatility and ability to work on multiple projects
• Ability to establish and maintain effective working relations with a wide variety of individuals
• Ability to work with a diverse team
• Continuous improvement mindset

Personality Traits Required

• Clear thought process
• Ability to clearly articulate
• Highly conscientious and diligent
• Assertiveness

*How We Partner To Protect You: *
TaskUs will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application. Kindly ensure that you are always in communication with only authorized recruiters of TaskUs.

*DEI: *
In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business. TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodations in any part of the hiring process, please let us know.

We invite you to explore all TaskUs career opportunities and apply through the provided URL
.
TaskUs is proud to be an equal opportunity workplace and is an affirmative action employer. We celebrate and support diversity; we are committed to creating an inclusive environment for all employees. TaskUs people first culture thrives on it for the benefit of our employees, our clients, our services, and our community.

Req Id: R_2503_4250

Posted At: Fri Mar :00:00 GMT+000 (Coordinated Universal Time)

Contact Center Quality Assurance Senior Analyst

Job Title:
Quality Assurance Senior Analyst

Department:
Operations

Reports to:
Ops Manager

Direct Reports:
None

Hours:
Full Time with Shift Work

Location:
Cairo, Egypt

Primary Responsibilities:

The Quality Assurance Senior Analyst success is measured by their ability to provide high quality insights, while meeting or exceeding key performance metrics as defined by the organization.

• Evaluating random interactions per Agent per month to identify gaps in essential customer service skills, troubleshooting skills or process knowledge.
• Conduct coaching sessions for agents (individually or in a team) based on audit findings.
• Conduct product & process training, quality interventions, call listening activities for the agent group.
• Conduct new hire certification (during and post training) for all employees.
• Conduct random quality checks to measure process compliance.
• Provide insight on behaviors, patterns and quality compliance levels.
• Share best practices with agents to help them improve quality, productivity and other key operational metrics.
• Identify and report on areas of opportunity to increase productivity and efficiency.
• Identify & highlight agent behavior that can lead to client escalations and potentially impact Clients or the business.
• Assume the role of a Call Center Agent by handling interactions for at least 4 hours per month.
• Execute all assigned tasks within timelines.
• Ability to work under pressure, prioritize tasks and meet deadlines.
• Work on special projects or take on additional responsibilities that may be assigned from time to time.

Qualification, Experience & Skills:

• One (1) year or more of Customer service experience in a Technical Support Call Center or Office based Technical Customer service department.
• One (1) year or more in a Quality Assurance or Analyst role supporting Agents in an Outbound or Inbound Technical Call Center environment.
• Excellent communications skills when speaking or writing to customers and employees.
• Ability to positively persuade and negotiate when dealing with customer issues.
• Proficient working knowledge of Microsoft Office applications specifically Outlook (Email & Calendar), Excel and Word.
• Ability to listen actively and show empathy to clients' cable/telco issues
• Ability to prioritize work efforts and has strong attention to detail.
• Possess at a minimum, a High School Diploma or GED.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

About the Company

Intelcia is a global outsourcing company that has been supporting clients for 20 years by combining talents, technologies, and processes to offer tailor-made services and skills that meet international standards. With a presence in multiple regions worldwide and over 35,000 employees across 85 operational centers, Intelcia aims to become one of the top 10 global outsourcing players by 2025.

About the Role:

The Quality Analyst is responsible for monitoring customer interactions to ensure adherence to Client and Intelcia guidelines and processes. This includes monitoring agents' performance, identifying areas for improvement, providing constructive feedback to enhance customer satisfaction, and reporting any suspicious or malicious behavior observed during monitoring.

Responsibilities:

• Monitors Contacts to observe adherence to Client's quality requirements and Intelcia's quality policies and procedures

• Enhances the coaching process by using the recommended standards and sharing the feedback based on monitoring

• Executes the number of observations and feedback required per agent according to the Client request and/or internal standards

• Provides feedback to develop agents' opportunities (either to their supervisors or after a side-by-side monitoring

• Collects data and develops reports to inform about the top call drivers and main opportunities found

• Attends internal & external call calibration sessions following the up-to-date guidelines and variance thresholds

• Observes potential inappropriate behaviors and provides real-time alerts that are followed by immediate actions taken

Qualifications:

• Excellent command of the English and Arabic languages, with excellent verbal and written skills.

• Minimum of 6 months of experience as a Quality Analyst in a BPO

• Proficiency in using MS Office tools.

• Excellent Communication & negotiation skills.

• Customer-oriented mindset.

• Analytical and synthetic mind.

About the Company

Intelcia is a global outsourcing company that has been supporting clients for over 20 years by combining talent, technology, and process excellence to deliver tailor-made solutions that meet international standards. With operations across multiple regions and more than 35,000 employees in 85 centers worldwide, Intelcia aims to be among the top 10 global outsourcing providers by 2025.

About the Role

We are looking for a skilled
Quality Analyst (with Gaming experience)
to join our team. The role is responsible for monitoring customer interactions within the gaming industry to ensure compliance with Intelcia and client standards, identifying improvement areas, and providing constructive feedback to enhance both service quality and player satisfaction.

Key Responsibilities

• Monitor customer interactions to ensure compliance with client and company quality standards.
• Conduct performance evaluations and share feedback to support agent development.
• Meet observation and feedback targets as per client and internal requirements.
• Collect and analyze data to identify recurring issues and improvement opportunities.
• Participate in call calibration sessions to ensure consistent evaluation standards.
• Report any suspicious or inappropriate behavior observed during monitoring.

Qualifications

• Excellent command of English and Arabic (written and spoken).
• Minimum 6 months of experience as a Quality Analyst within a BPO environment; gaming account experience is preferred.
• Strong analytical skills with proficiency in MS Office.
• Excellent communication and feedback delivery skills.
• Customer-focused mindset and strong attention to detail.

Job Title:
Junior
Portuguese
Quality Assurance Analyst.

Location:
Work from home.

Working Hours: Different shifts from
8 AM till 8 PM (9hrs Shift with 1 HR break).

Work Week:
Monday to Friday.

Department:
Digital Services and Transformation; Operations.

Reports To:
Operations.

Position Overview:

The Quality Assurance Analyst is responsible for evaluating transactions between Operations Customer Experts (OCEs) and Customers (Voice, Email, Chat, Click-to-Call, social media or other channels) to identify and suggest opportunities for improvement within the project's processes in order to help TP meet our client's expectations and increase our end user's, OCEs and client's satisfaction.

Key Responsibilities

(may perform other duties as requested, not specifically addressed in this document).

Maintain independence and objectivity while evaluating and assessing OCEs quality performance. Ensuring independence in Quality Assurance (QA) evaluations of Operations Customer Experts (OCEs) is crucial to maintaining fairness, accuracy, and credibility. Independence means that QA analysts evaluate OCE performance objectively, free from personal biases or external influences, by adhering to the following principles:

• Avoid Conflicts of Interest: QA analysts should not evaluate Operations Customer Experts they supervise or work closely with to prevent biased assessments.
• Objective Oversight: Ensure QA analysts do not have personal or professional relationships with the Operations Customer Experts being evaluated. If this is the case, the evaluations must be performed by another Quality Assurance Analyst.
• Calibration Sessions: Regularly conduct calibration meetings to align evaluators and ensure consistent interpretation and application of evaluation criteria.
• Detailed Evaluations: QA analysts must clearly document the rationale for each score, providing specific evidence from the call or interaction to support their assessments.
• Spot Checks on Supervisor Evaluations: Conduct periodic spot checks on evaluations performed by Operations Supervisors to verify accuracy, consistency, and adherence to established QA guidelines. This helps identify and correct potential biases or discrepancies in their assessments.
• Findings/identification that allow the improvement of OCEs - Operations Customer Experts and operational results.
• Consistency.
• Identify risks in the projects and suggest ways of internal control to mitigate the associated risks.
• Identify potential fraud and security-related issues: short calls, authentication, tools, sales, referrals.
• Provide valuable information about the project to the Quality Assurance Assistance Manager.
• Deliver productivity.
• Identify training needs.
• Reporting of nonconforming situations; End Customers support through calls (inbound and outbound) and other channels (chat, email, click to call, back office.).
• Interaction with other departments in order to improve or maximize results.
• Be an active part in the processes of continuous improvement, proposing improvement and innovations methods across the department and the company (producing fresh and imaginative ideas and solutions).
• Ensure all TP processes, procedures and policies are fulfilled.

Required Qualifications:

• Education and specific Training: Bachelor's degree or Graduate (preferentially).
• Fluency in Portuguese B2 and English.
• Work Experience: up to two years of experience in Contact Center.

Soft Skills &Other Requirements:

Technical Skills Hiring Requirements:

• Working knowledge of Microsoft Office Suite (Excel, Word, PowerPoint).
• Understands contact center business and trends.
• Analytical skills and proactive reporting insights. Skills to be trained:
• Client Product Training; Use of production tools.
• Use of phone - email System.
• Use of BMS System.

Competencies and specific skills:

• Achievement oriented.
• Communication skills.
• Customer oriented.
• Diversity orientation.
• Judgment.

Company Description

Teleperformance is a global digital business services company. Our global scale and local presence allow us to be force of good in supporting our communities, our clients, and the environment.

We deliver the most advanced, digitally-powered business services to help the world's best brands streamline their business in meaningful and sustainable ways.

Job summary:

The Quality Assurance Analyst is responsible for evaluating transactions between Operations and Customer Experts (OCEs) and Customers (Voice, Email, Chat, Click-to-Call, Social Media or other channels) to identify and suggest opportunities for improvement within the project's processes in order to help TP meet our client's expectations and increase our end user's,

OCEs and client's satisfaction.

Key responsibilities and

accountabilities:

• Maintain independence and objectivity while evaluating and assessing OCEs quality performance.
• Ensuring independence in Quality Assurance (QA) evaluations of Operations
• Customer Experts (OCEs) is crucial to maintaining fairness, accuracy, and credibility.
• Independence means that QA analysts evaluate OCE performance objectively, free from personal biases or external influences, by adhering to the following principles:
• Avoid Conflicts of Interest: QA analysts should not evaluate Operations Customer Experts they supervise or work closely with to prevent biased assessments.
• Objective Oversight:
• Ensure QA analysts do not have personal or professional relationships with the
• Operations Customer Experts being evaluated.
• QA analysts must clearly document the rationale for each score, providing
• specific evidence from the call or interaction to support their assessments.
• Spot Checks on Supervisor Evaluations:
• Conduct periodic spot checks on evaluations performed by
• Operations Supervisors to verify accuracy, consistency, and adherence to established QA guidelines.

Apply the BEST QM Requirements:

Findings/identification that allow the improvement of OCEs - Operations Customer Experts and operational results.

Identify potential fraud and security-related issues: short calls, authentication, tools, sales.

Provide valuable information about the project to the Quality Assurance Assistance

Manager.

Reporting of nonconforming situations;

End Customers support through calls (inbound and outbound) and other channels (chat, email, click to call, back office.).

Education and specific Training:

Bachelor degree.

1 year of experience in Contact Center.

Fluency in English B2.

Working knowledge of Microsoft Office Suite (Excel, Word, PowerPoint).

Junior level: Experience from 1 to 2 Years

Senior level: Experience from 3 to 5 Years

About us:

Elsewedy Electric: Powering Progress, Empowering PeoplE

For over 80 years
, Elsewedy Electr
ic has been a leading manufacturer of electrical products and solutions, operating in 19 countries with over 18,000 employees. We offer a diverse range of products across wire & cable, electrical equipment, engineering & construction, digital solutions, and infrastructure investments. Beyond our manufacturing prowess, we're passionate about creating a positive and empowering work environment for our team. We foster a culture of diversity, inclusion, and continuous learning, providing opportunities for professional development and career growth. Our commitment to employee well-being extends beyond compensation with initiatives promoting work-life balance and overall well-being. Join us and be part of a company that's not just powering progress, but empowering people to build a brighter future.

This job opportunity is offere
d by Elsewedy Electric Graduate Development Program
The program is designed for Graduates with 0-2 years' of experience. The program offers various job rotations, mentorships, coaching & trainings. 2023 & 2024 Graduates are welcomed to apply

Roles & Responsibilities:

Requirement Gathering:

• Collaborate with project managers, engineers, and procurement teams to understand business needs and challenges.
• Conduct interviews and workshops to gather and document functional and technical requirements.

Process Analysis and Documentation:

• Analyze existing business processes and workflows within the EPC domain.
• Create detailed process maps, flowcharts, and business requirement documents (BRDs).

Solution Design and Support:

• Work with IT and development teams to design and implement software solutions tailored to EPC projects.

Data Analysis and Reporting:

• Use data analysis tools (e.g., SQL, Excel, Power BI) to extract insights and support decision-making.
• Develop dashboards and reports to track project performance, procurement status, and construction timelines.

You're a great fit if you have:

• Bachelor's degree in computer science, Information Technology, or a related field.
• 0-2 Years' of experience in the same field.
• Fluent Written and Verbal English is a
  must and French is additional.

Technical Requirements:

• Proficiency in data analysis tools (e.g., SQL, Excel, Power BI) and programming languages (e.g., Python, Java) is a plus.
• Ability to create and analyze BPMN diagrams to clearly model business processes.
• Capability to evaluate workflows, identify inefficiencies, and recommend improvements.
• Understanding of software development concepts, system integration, and technical documentation.
• Proficiency in documenting current and future state processes using modeling tools such as Visio.
• Strong problem-solving skills to assess process impact and determine root causes.
• Experience collaborating with technical teams and business stakeholders to gather and clarify requirements.
• Familiarity with BPMN tools and project collaboration platforms (e.g., Jira, Confluence, Git).
• Understanding of APIs, databases, and system integrations.