Quality call Center Specialist ( GSM Account )

Company Description Xceed is a leading multilingual Business Process Outsourcing provider in the EMEA region, operating more than 10,000 web-enabled multichannel stations. The company supports government and commercial clients across multiple sites in Egypt, Morocco, Mauritius, the UAE, and Saudi Arabia, delivering services in 10 languages. Xceed offers a broad range of services, including inbound and outbound contact center operations, back office support, infrastructure management, recruitment process outsourcing, helpdesk support, and social media analysis. The organization is recognized with numerous regional and international awards for outsourcing excellence, customer experience, sustainability, CSR, diversity, equity, and inclusion. Xceed is also certified to multiple global standards, reflecting its commitment to quality, information security, business continuity, occupational health and safety, and environmental management.Role Description The Quality Call Center Specialist (GSM Account) is a full-time, on-site role based in Qesm El Maadi. The specialist monitors and evaluates customer interactions for the GSM account to ensure adherence to quality standards, policies, and procedures, providing feedback and coaching to improve performance. Daily tasks include reviewing call recordings, analyzing customer service metrics, identifying training needs, and collaborating with team leaders to implement corrective actions. The role also involves documenting findings, preparing quality reports, and contributing to continuous improvement initiatives that enhance customer satisfaction and operational efficiency. The specialist works closely with operations, training, and management teams to maintain consistent, high-quality customer experiences.Qualifications Strong customer-facing skills, including Customer Support and Customer Service experience in contact centers.Excellent Communication abilities, with clear verbal and written skills suited to multilingual and multicultural environments.Experience working in Contact Centers, with understanding of call monitoring, KPIs, and quality assurance processes.Solid Computer Literacy, including proficiency with CRM systems, call recording tools, office productivity software, and reporting applications.Previous experience in quality assurance, call evaluation, or coaching within a GSM or telecommunications account is an advantage.Ability to analyze data, identify trends, and make practical recommendations for performance improvement.Detail-oriented, organized, and able to manage multiple tasks in a fast-paced, target-driven environment.Flexibility to work in shifts as required by the contact center operation, and strong commitment to ethical and inclusive workplace practices.Relevant diploma or bachelor’s degree in business, communications, or a related field is preferred.