Quality Control Call center

Company Description Terra Solutions specializes in call center and customer support services, helping businesses build strong, long-term connections with their customers. The company focuses on delivering reliable, high-quality support that enhances customer satisfaction and drives business growth. Terra Solutions partners with organizations across various industries to provide scalable, efficient contact center solutions. Team members work in a fast-paced, service-oriented environment with opportunities to develop professional skills in customer experience and quality management.Role Description The Quality Control Call Center Specialist is responsible for monitoring and evaluating customer interactions to ensure service standards and performance goals are consistently met. This full-time, on-site role is based in 10th of Ramadan and involves reviewing call recordings, assessing agent adherence to scripts and procedures, and documenting quality findings. The role includes preparing quality reports, identifying trends, and collaborating with supervisors to recommend improvements in training, processes, and customer communication. The specialist will provide constructive feedback to call center staff, support quality initiatives, and help maintain a culture of continuous improvement and customer focus.Qualifications Demonstrated skills in Quality Control and Quality Assurance for call center operations.Experience with Quality Management practices, including setting and monitoring performance standards.Knowledge of Good Manufacturing Practice (GMP) or similar compliance frameworks, with the ability to adapt principles to service environments.Competence in Quality Auditing, including reviewing calls, documenting findings, and reporting on quality metrics.Strong analytical and attention-to-detail skills, with the ability to interpret data and identify root causes.Effective communication skills for delivering clear, constructive feedback and working with cross-functional teams.Proficiency in basic office and call center software; familiarity with CRM or call monitoring tools is an advantage.Prior experience in a call center or customer support environment is preferred.Ability to work on-site in 10th of Ramadan and manage a full-time schedule.