Key ResponsibilitiesMonitor and evaluate customer interactions (calls, chats, emails) to ensure compliance with company standards and quality guidelines.Conduct quality audits and provide detailed feedback to agents and team leaders.Identify performance gaps and recommend improvement plans.Track quality metrics and prepare regular reports.Collaborate with Operations, Training, and Management teams to enhance service quality.Ensure adherence to telecommunications regulations and company policies.Participate in calibration sessions and quality improvement initiatives. Requirements1–3 years of experience in Quality Assurance within a call center or telecommunications environment.Strong knowledge of quality monitoring methodologies and performance metrics.Excellent analytical and reporting skills.Strong communication and coaching abilities.Advanced English proficiency.Proficiency in Microsoft Excel and reporting tools.
Etisalat Misr, branded 'etisalat by e&', is Egypt's third mobile operator and first integrated telecom operator, part of the global e& group.
What you should know
Egypt's third mobile operator since 2007: Etisalat Misr launched commercial operations on 30 April 2007 as Egypt's third mobile operator and first integrated telecom operator, attracting one million subscribers within 50 days.
Part of the e& group serving ~175 million customers: The operator is majority-owned by the Emirates Telecommunications Group (e&), a global technology group founded in 1976 operating in 38 countries.
Among Egypt's four 5G operators (live June 2025): Egypt commercially launched 5G on 4 June 2025; e& Egypt was one of four operators going live after securing a 5G license in October 2024.
How they work
Empowered, Agile, Collaborative — e& encourages creativity and innovation: working together, employees are encouraged to think outside the box and challenge the status quo to deliver the best for customers.
Drive the digital future to empower societies — e&'s vision is to bring technology to every person, home and organisation, moving the world and its people forward.
Recent update
e& Egypt among operators in Egypt's record US$3.5 billion spectrum deal. On 7 February 2026, Prime Minister Mostafa Madbouli witnessed the signing of the largest spectrum allocation deal in Egypt's telecom history. e& Egypt, alongside Vodafone Egypt, Orange Egypt and Telecom Egypt (WE), is pa…