Overview
Quality Assurance Analyst Jobs in Cairo, Egypt at Teleperformance EG
Title: Quality Assurance Analyst
Company: Teleperformance EG
Location: Cairo, Egypt
We're looking for Quality Analyst (QA) – French Account
Company: Teleperformance
Location: On-site – TP Egypt (Kattameya)
Shift: 9-Hour Shift (Including breaks)
Department: Quality Assurance
Role Overview
As a Quality Analyst, you will be responsible for monitoring and evaluating the quality of customer interactions within our French-speaking accounts. Your goal is to ensure that service delivery aligns with client standards, internal KPIs, and operational excellence protocols. You will act as a key driver for agent performance improvement through data-driven feedback and coaching.
Key Responsibilities
- Transaction Monitoring: Perform regular audits of recorded calls, emails, or chat transcripts to evaluate accuracy, compliance, and soft skills.
- Performance Coaching: Provide constructive, actionable feedback to Customer Service Representatives (CSRs) to help improve their performance and CSAT scores.
- Calibration: Participate in regular calibration sessions with Team Leaders and Operations Managers to ensure consistency in scoring and evaluation standards.
- Trend Analysis: Identify recurring issues or "pain points" in the customer journey and provide data-backed recommendations for process improvements.
- Reporting: Maintain detailed quality logs and prepare weekly/monthly reports on team quality trends and individual performance metrics.
- Compliance: Ensure all interactions strictly adhere to data privacy regulations and internal security policies.
Required Qualifications
Bachelor’s degree in any field.
Minimum 6 months to 1 year of experience in a Quality Analyst or Quality Monitoring role (preferably within a BPO/Call Center environment).
- French: Fluent (C1/C2 level) for professional communication and evaluation.
- English: Minimum B1 Level (Intermediate) for internal reporting and training.
Employee Benefits
- Salary: Highly competitive monthly salary based on experience and language level.
- Insurance: Comprehensive Social and Medical Insurance coverage.
- Transportation: Hassle-free commute with dedicated Transportation/Pick-up points across Cairo.
- Growth: Clear career path and professional development within a global leader in BPO.
If you have a keen eye for detail and are passionate about operational excellence, please send your updated CV to: 📧 [email protected]
