Overview
Call Center Quality Control Jobs in 10th of Ramadan, Sharkia, Egypt at Terra Solutions
Title: Call Center Quality Control
Company: Terra Solutions
Location: 10th of Ramadan, Sharkia, Egypt
Company Description Terra Solutions specializes in call center and customer support services, helping businesses strengthen connections with their customers and drive sustainable growth. The company focuses on delivering high-quality contact center operations, aligning service standards with client expectations. Terra Solutions supports organizations across various industries, emphasizing reliability, performance, and customer satisfaction. Team members work in a dynamic environment that values continuous improvement, collaboration, and professional development.
Role Description The Call Center Quality Control role is a full-time, on-site position based in 10th of Ramadan. This role is responsible for monitoring and evaluating customer calls to ensure adherence to quality standards, compliance requirements, and company policies. Day-to-day tasks include reviewing call recordings, assessing agent performance against defined criteria, documenting findings, and preparing quality reports. The role also involves providing constructive feedback to agents and supervisors, identifying trends and areas for improvement, and collaborating with training and operations teams to enhance customer experience. The Call Center Quality Control specialist is expected to support the development and refinement of quality guidelines and participate in calibration sessions to maintain consistent evaluation standards.
Qualifications
- Demonstrated skills in Quality Control and Quality Assurance within call center or customer support environments.
- Experience with Quality Management practices, including implementing and maintaining quality standards and procedures.
- Knowledge of Good Manufacturing Practice (GMP) or similar regulatory frameworks, with the ability to apply structured compliance principles to service processes.
- Proficiency in Quality Auditing, including conducting evaluations, documenting results, and recommending corrective actions.
- Strong analytical and problem-solving abilities, with attention to detail and accuracy in reporting.
- Effective communication skills, capable of delivering clear, objective feedback and collaborating with cross-functional teams.
- Comfort using call monitoring tools, CRM systems, and basic office software (e.g., spreadsheets, presentations, word processing).
- Prior experience in a call center or customer service role is preferred; background in quality-related positions is a plus.
- Relevant diploma or bachelor’s degree in business, quality management, or a related field is beneficial.
- Ability to work on-site in 10th of Ramadan and maintain consistent performance in a fast-paced environment.
