Overview
Quality call Center Specialist ( GSM Account ) B1+ Jobs in Qesm El Maadi, Cairo, Egypt at Xceed
Title: Quality call Center Specialist ( GSM Account ) B1+
Company: Xceed
Location: Qesm El Maadi, Cairo, Egypt
Company Description Xceed is a leading multilingual Business Process Outsourcing provider in the EMEA region, operating more than 10,000 web-enabled multichannel stations and serving government and commercial clients in 10 different languages. The company runs sites in Egypt, Morocco, Mauritius, the UAE, and Saudi Arabia, delivering inbound, outbound, back office, helpdesk, recruitment, infrastructure management, and social media analysis services. Xceed has received multiple international awards and recognitions from IAOP, INSIGHTS Middle East Call Centre & CX Awards, Gulf Sustainability Awards, ICXA, IBXA, and Global ESG Awards for outsourcing excellence, impact sourcing, CSR, DEI, and sustainability. The organization is certified to several global standards, including COPC, ISO 9001, ISO 14001, ISO 45001, ISO 22301, and ISO/IEC 27001, demonstrating a strong focus on quality, security, and business continuity.
Role Description The Quality Call Center Specialist (GSM Account) B1+ is a full-time, on-site role based in Qesm El Maadi. This role is responsible for monitoring and evaluating customer calls to ensure compliance with quality standards, customer service procedures, and GSM account requirements. The specialist will analyze call center interactions, identify performance gaps, and provide clear feedback and coaching recommendations to support continuous improvement. Daily tasks include preparing quality reports, documenting findings, collaborating with supervisors and trainers on action plans, and supporting initiatives that enhance customer satisfaction and operational efficiency. The role also involves adhering to internal policies, maintaining accurate records, and using call recording and reporting tools effectively.
Qualifications
- Candidates should possess strong Customer Support and Customer Service skills, with the ability to handle GSM-related inquiries professionally and efficiently.
- Candidates should possess clear and effective Communication skills, including active listening and the ability to deliver constructive feedback.
- Candidates should possess practical knowledge of Contact Centers operations, quality monitoring processes, and performance metrics.
- Candidates should possess solid Computer Literacy skills, including proficiency with call center systems, CRM tools, and office applications.
- Strong analytical and problem-solving abilities, with attention to detail in reviewing calls and reporting insights.
- Ability to work in a structured, fast-paced environment and to collaborate with cross-functional teams.
- Proficiency in English at B1+ level or higher; additional languages are an advantage.
- Previous experience in call centers, quality assurance, or GSM/telecommunications accounts is preferred.
