Overview
Quality Assurance Associate Jobs in Egypt at Alorica
Title: Quality Assurance Associate
Company: Alorica
Location: Egypt
GET TO KNOW ALORICA 
At Alorica, we only do one thing – make lives better, one interaction at a time. We’re a global leader in customer service and experience, serving the world’s biggest brands with tens of thousands of employees in hundreds of locations around the globe. 
Job Summary 
Performs paraprofessional work administering the technical applications of a quality assurance and monitoring system used by QA staff to monitor inbound and outbound calls at a call center facility. Work is performed under general supervision. 
Job Responsibilities 
Required to assist with Operations duties such as supporting inbound/outbound calls, chats, email and/or video as it relates to the current program due to peak season requirements or as regular skill reinforcement. 
Transition between various clients or LOB’s may require new hire training, nesting and supporting inbound/outbound calls, chats, email and/or video as it relates to the current program in order to meet client requirements and/or ensure proper skill development. 
Performs user and group account maintenance and administration tasks related to the creation, modification, and management of account/program groups 
Coordinates with Operations, IT, and Account Services to provides end user support and troubleshooting related to system and application issues 
Provides documentation of corrective action taken related to system and application technical modification 
Manages user and group privileges, definition of users and groups, analysis of users/groups hierarchies 
Enforces rules related to the analysis, creation, and maintenance of customized call recording and interactions schedules 
Creates customized queries for end-user support 
Provides problem analysis and resolution in support of existing applications and projects 
Administers timekeeping functions via Alorica’s time reporting system 
Duties
OTHER RELATED DUTIES          
                                                
Assists IT department in quality monitoring problem resolution 
Assists Quality Management Services group in developing/reviewing test plans, relative to new implementations of voice recording and quality monitoring systems 
Job Requirements 
Minimum Education and Experience:  
Associates degree from an accredited college or university with major coursework in a MIS, business, IT or a related field (Bachelor’s degree preferred) 
Significant experience in quality monitoring 
Exposure to telephony concepts and voice recording workflow (preferred)  
Knowledge, Skills and Abilities: 
High-level understanding of voice recording technologies 
Clear understanding of agent administration in CMS 
Strong written and oral communication skills 
Strong analytical skills 
Familiarity of Alorica IT Business Processes 
  
Work Environment: 
Work is performed in a climate-controlled call center environment. 
Occasional exposure to dust, electricity, and extreme temperatures 
  
Physical Demands: 
Occasional lifting, bending, sitting, and stooping 
If you are interested, please send us your CV in English.
Applications will be processed in strict confidentiality.
Only short-listed candidates will be contacted.
The personal data of the applicants will be processed in strict confidentiality by Alorica solely for the purposes of selection and recruitment and will not be transferred to other data controllers unless required by law. Applicants provide their personal data on a voluntary basis and will have the right to access and correct their personal data within a reasonable time upon filing a written request.
