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Egipto, El CairoSpanish Quality Control Specialist
Fecha de publicación 13.05.2026
Job Description
Job Purpose
The Quality Control Specialist is responsible for monitoring, evaluating, and improving the quality and number of sales interactions and operational processes across all BPO accounts. This role ensures adherence to client and company standards, identifies performance gaps, and drives continuous improvement through actionable insights, coaching feedback, and data-driven recommendations.
Shape
Key Responsibilities
1. Quality Monitoring & Evaluation
Conduct regular audits of customer interactions (calls, chats, emails) to assess agent performance against defined KPIs, scripts, and process standards.
Evaluate communication quality, soft skills, accuracy, compliance, and increase sales
Ensure audits meet the targeted sample size and accuracy per line of business (LOB).
2. Feedback & Coaching Support
Provide detailed feedback to agents and team leaders on quality observations.
Participate in joint calibration and feedback sessions with Operations and Training teams.
Support continuous learning by identifying skill or process gaps and recommending targeted coaching or refresher sessions.
3. Calibration & Process Alignment
Conduct and participate in calibration sessions with internal and client quality teams to ensure scoring consistency and alignment on quality standards.
Maintain documentation of calibration outcomes and ensure implementation of agreed improvements.
4. Reporting & Analysis
Prepare daily, weekly, and monthly quality performance reports.
Analyze audit results to identify trends, recurring issues, and root causes affecting performance.
Share actionable insights with Operations, Training, and WFM teams to enhance process efficiency and client satisfaction.
5. Compliance & Process Improvement
Ensure all evaluations adhere to client-specific policies, compliance standards, and data privacy regulations.
Recommend process improvements and workflow adjustments to enhance quality and productivity.
Participate in quality improvement projects, process reengineering, and automation initiatives as needed.
6. Cross-Functional Collaboration
Collaborate with the Training and Operations teams to align on performance gaps, process updates, and new initiatives.
Support new process migrations or client transitions by providing quality monitoring and feedback during ramp-up phases.
Qualifications & Experience
Education: Bachelor's degree in Business, Communications, or a related field.
Experience:
1-2 years of experience in Quality Assurance / Quality Monitoring within a BPO or contact center environment.
Experience with voice channel preferred.
Strong understanding of call center metrics, sales techniques, and compliance standards.
B2 Level English and Spanish
Technical Skills:
Proficiency in MS Excel, PowerPoint, and reporting tools.
Experience using Quality Monitoring tools or CRM platforms (e.g., NICE, Verint, Calabrio, Zendesk, Salesforce).
Key Competencies
Analytical & Detail-Oriented Thinking
Strong Verbal & Written Communication
Coaching & Feedback Delivery
Objectivity & Fair Evaluation Skills
Process Understanding & Compliance Awareness
Collaboration & Stakeholder Engagement
Time Management & Prioritization
Performance Indicators (KPIs)
Audit completion rate and accuracy
Calibration score alignment
Quality performance improvement trend (by team/LOB)
Feedback implementation effectiveness
SLA and compliance adherence
Agent/Team Leader satisfaction with feedback process
Requirements
Job Purpose
The Quality Control Specialist is responsible for monitoring, evaluating, and improving the quality and number of sales interactions and operational processes across all BPO accounts. This role ensures adherence to client and company standards, identifies performance gaps, and drives continuous improvement through actionable insights, coaching feedback, and data-driven recommendations.
Shape
Key Responsibilities
1. Quality Monitoring & Evaluation
Conduct regular audits of customer interactions (calls, chats, emails) to assess agent performance against defined KPIs, scripts, and process standards.
Evaluate communication quality, soft skills, accuracy, compliance, and increase sales
Ensure audits meet the targeted sample size and accuracy per line of business (LOB).
2. Feedback & Coaching Support
Provide detailed feedback to agents and team leaders on quality observations.
Participate in joint calibration and feedback sessions with Operations and Training teams.
Support continuous learning by identifying skill or process gaps and recommending targeted coaching or refresher sessions.
3. Calibration & Process Alignment
Conduct and participate in calibration sessions with internal and client quality teams to ensure scoring consistency and alignment on quality standards.
Maintain documentation of calibration outcomes and ensure implementation of agreed improvements.
4. Reporting & Analysis
Prepare daily, weekly, and monthly quality performance reports.
Analyze audit results to identify trends, recurring issues, and root causes affecting performance.
Share actionable insights with Operations, Training, and WFM teams to enhance process efficiency and client satisfaction.
5. Compliance & Process Improvement
Ensure all evaluations adhere to client-specific policies, compliance standards, and data privacy regulations.
Recommend process improvements and workflow adjustments to enhance quality and productivity.
Participate in quality improvement projects, process reengineering, and automation initiatives as needed.
6. Cross-Functional Collaboration
Collaborate with the Training and Operations teams to align on performance gaps, process updates, and new initiatives.
Support new process migrations or client transitions by providing quality monitoring and feedback during ramp-up phases.
Job Purpose
The Quality Control Specialist is responsible for monitoring, evaluating, and improving the quality and number of sales interactions and operational processes across all BPO accounts. This role ensures adherence to client and company standards, identifies performance gaps, and drives continuous improvement through actionable insights, coaching feedback, and data-driven recommendations.
Shape
Key Responsibilities
1. Quality Monitoring & Evaluation
Conduct regular audits of customer interactions (calls, chats, emails) to assess agent performance against defined KPIs, scripts, and process standards.
Evaluate communication quality, soft skills, accuracy, compliance, and increase sales
Ensure audits meet the targeted sample size and accuracy per line of business (LOB).
2. Feedback & Coaching Support
Provide detailed feedback to agents and team leaders on quality observations.
Participate in joint calibration and feedback sessions with Operations and Training teams.
Support continuous learning by identifying skill or process gaps and recommending targeted coaching or refresher sessions.
3. Calibration & Process Alignment
Conduct and participate in calibration sessions with internal and client quality teams to ensure scoring consistency and alignment on quality standards.
Maintain documentation of calibration outcomes and ensure implementation of agreed improvements.
4. Reporting & Analysis
Prepare daily, weekly, and monthly quality performance reports.
Analyze audit results to identify trends, recurring issues, and root causes affecting performance.
Share actionable insights with Operations, Training, and WFM teams to enhance process efficiency and client satisfaction.
5. Compliance & Process Improvement
Ensure all evaluations adhere to client-specific policies, compliance standards, and data privacy regulations.
Recommend process improvements and workflow adjustments to enhance quality and productivity.
Participate in quality improvement projects, process reengineering, and automation initiatives as needed.
6. Cross-Functional Collaboration
Collaborate with the Training and Operations teams to align on performance gaps, process updates, and new initiatives.
Support new process migrations or client transitions by providing quality monitoring and feedback during ramp-up phases.
Qualifications & Experience
Education: Bachelor's degree in Business, Communications, or a related field.
Experience:
1-2 years of experience in Quality Assurance / Quality Monitoring within a BPO or contact center environment.
Experience with voice channel preferred.
Strong understanding of call center metrics, sales techniques, and compliance standards.
B2 Level English and Spanish
Technical Skills:
Proficiency in MS Excel, PowerPoint, and reporting tools.
Experience using Quality Monitoring tools or CRM platforms (e.g., NICE, Verint, Calabrio, Zendesk, Salesforce).
Key Competencies
Analytical & Detail-Oriented Thinking
Strong Verbal & Written Communication
Coaching & Feedback Delivery
Objectivity & Fair Evaluation Skills
Process Understanding & Compliance Awareness
Collaboration & Stakeholder Engagement
Time Management & Prioritization
Performance Indicators (KPIs)
Audit completion rate and accuracy
Calibration score alignment
Quality performance improvement trend (by team/LOB)
Feedback implementation effectiveness
SLA and compliance adherence
Agent/Team Leader satisfaction with feedback process
Requirements
Job Purpose
The Quality Control Specialist is responsible for monitoring, evaluating, and improving the quality and number of sales interactions and operational processes across all BPO accounts. This role ensures adherence to client and company standards, identifies performance gaps, and drives continuous improvement through actionable insights, coaching feedback, and data-driven recommendations.
Shape
Key Responsibilities
1. Quality Monitoring & Evaluation
Conduct regular audits of customer interactions (calls, chats, emails) to assess agent performance against defined KPIs, scripts, and process standards.
Evaluate communication quality, soft skills, accuracy, compliance, and increase sales
Ensure audits meet the targeted sample size and accuracy per line of business (LOB).
2. Feedback & Coaching Support
Provide detailed feedback to agents and team leaders on quality observations.
Participate in joint calibration and feedback sessions with Operations and Training teams.
Support continuous learning by identifying skill or process gaps and recommending targeted coaching or refresher sessions.
3. Calibration & Process Alignment
Conduct and participate in calibration sessions with internal and client quality teams to ensure scoring consistency and alignment on quality standards.
Maintain documentation of calibration outcomes and ensure implementation of agreed improvements.
4. Reporting & Analysis
Prepare daily, weekly, and monthly quality performance reports.
Analyze audit results to identify trends, recurring issues, and root causes affecting performance.
Share actionable insights with Operations, Training, and WFM teams to enhance process efficiency and client satisfaction.
5. Compliance & Process Improvement
Ensure all evaluations adhere to client-specific policies, compliance standards, and data privacy regulations.
Recommend process improvements and workflow adjustments to enhance quality and productivity.
Participate in quality improvement projects, process reengineering, and automation initiatives as needed.
6. Cross-Functional Collaboration
Collaborate with the Training and Operations teams to align on performance gaps, process updates, and new initiatives.
Support new process migrations or client transitions by providing quality monitoring and feedback during ramp-up phases.
Centro
6 candidatos viendo ahora
Fecha de publicación 13.05.2026
Nos esforzamos por disponer de información fiable sobre cada trabajo. Por favor, díganos si nos hemos equivocado en algo o si encontraste algún problema técnico.
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Egipto, El CairoCreado: 25.11.2025Service Delivery Teamlead (Spanish)
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